• Architect effective solutions for complex product usage, customization, and interoperability issues using advanced internal resources and CRM diagnostics. • Deliver premium omnichannel support via phone, email, online forums, and remote desktop sessions to ensure exceptional service delivery. • Collaborate on strategic case escalations, partnering with senior leadership and global help desks while maintaining case ownership to drive personal development. • Champion product improvement by identifying, documenting, and managing software bugs and feature requests directly within Jira. • Create and peer-review high-impact online support materials, instructional media, and training documentation to empower the global user community.

Role Description Sangoma Technologies is looking for an accomplished IT Support Manager to lead our technical support team and enhance our commitment to customer satisfaction. In this pivotal role, you will oversee IT support operations, ensuring our clients receive timely, efficient assistance. You will also play an integral part in developing support strategies, managing a team of IT support technicians, and collaborating with various departments to enhance the overall customer experience. - Manage, mentor, and develop a team of IT support technicians. - Oversee the daily operations of the technical support department, ensuring the delivery of high-quality service. - Develop and implement IT support policies, procedures, and best practices. - Coordinate with other departments to resolve complex technical issues and provide customer feedback for continual improvement. - Analyze and report on support metrics to identify areas for improvement. - Serve as a point of escalation for advanced technical support issues. - Maintain a comprehensive knowledge base of support procedures and technical solutions. - Ensure team adherence to service level agreements (SLAs) and quality standards. - Develop training programs for staff to enhance technical skills and customer service capabilities. - Stay current with industry trends and emerging technologies to continuously enhance support services. - Participate in IT projects and initiatives to improve overall business operations. Qualifications - 7+ years of experience in IT support, with at least 3 years in a managerial or supervisory role. - Bachelor’s degree in Information Technology, Computer Science, or related years of experience in IT. - Strong understanding of IT service management (ITSM) frameworks. - Strong Microsoft experience and working knowledge of all products. - Must have experience in triaging IT ticket requests. - Proven leadership and team management skills. - Excellent problem-solving and analytical abilities. - Exceptional verbal and written communication skills. - Ability to work in a fast-paced environment and manage competing priorities. - Strong customer service orientation and a commitment to excellence. - Familiarity with ticketing systems, remote support tools, and network troubleshooting. Requirements - ITIL certification or other relevant IT service management certifications (preferred). - Experience working in the telecommunications or software industry (preferred). - Knowledge of VoIP technologies and Unified Communication systems (preferred). - Proficient in using performance metrics and KPIs to drive team effectiveness (preferred). Benefits - Extensive Benefit Options (Health, Vision, Dental, Long & Short-term Disability), effective after a short waiting period. - Flexible PTO plan & Company Holidays. - Employee Stock Option Purchase Plan. - 401K with matching. - Entrepreneurial work environment partnered with high-growth career opportunities. - Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.

Title: IT Business Management Associate Location: 1333 Crestside Drive, Coppell, TX, 75019, US 18301 Bermuda Green Dr, Tampa, FL, 33647, US Salary RangeAssociate-60,000-115,000-USD Featured OpportunitiesNo FLSA StatusExempt Job Description: Are you ready to make an impact at DTCC? Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We are committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact. We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve. The Information Technology group delivers secure, reliable technology solutions that enable DTCC to be the trusted infrastructure of the global capital markets. The team delivers high-quality information through activities that include development of essential, building infrastructure capabilities to meet client needs and implementing data standards and governance. Pay and Benefits: - Competitive compensation, including base pay and annual incentive - Comprehensive health and life insurance and well-being benefits, based on location - Pension / Retirement benefits - Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being. - DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee). The Impact you will have in this role: The IT Business Management Associate will be part of the IT Business Management & Operations team that specializes in facilitating cross-IT process development and improvement, managing cross-IT initiatives and programs. The candidate in this role will be a self-starter who will apply a broad knowledge of program management and analytical skills in order to support Operational programs and processes within the BMO function. Primary Responsibilities: - Coordinate, manage, and monitor agendas and actions associated with IT leadership forums, under the guidance of and in partnership with the IT BMO Director. - Support IT Employee Engagement efforts including in person networking events. - Facilitate meetings to get to resolution or solutions. - Demonstrate problem solving, analytical and collaboration skills to drive cross - IT initiatives and programs. - Demonstrate strong written communication skills by drafting and/or reviewing updates to IT strategic priorities. - Exhibit strong analytical skills, reviewing data sets to create presentations with themes, key insights, and recommendations. - Multi-task by supporting various efforts at one time. - Aid in preparation of content for participation in BMO Monthly meetings, IT Town Halls, and other forums, as needed. - Provide follow-through on tasks and initiatives to reach desired outcomes more efficiently. - Provide additional operational support as needed. Qualifications: - Minimum of 4 years of related experience - Bachelor's degree preferred or equivalent experience Talents Needed for Success: - Excellent written and verbal communication skills. - Passion for problem solving and enhancing the employee experience. - Strong analytical skills with the ability to synthesize complex sets of data into easily digestible content. - Comfortable with ambiguity and ability to develop recommendations and solutions. - Excellent attention to detail and follow through. - Committed to personal excellence and actively seeks out feedback from peers. - Self-motivator and able to complete assignments on-time. - Innovative and curious about new ways to enhance existing processes. - Collaborates well within and across teams. - Works with the team to review deliverables and ensure quality and accuracy. - Adheres to established rules and procedures when performing work. The salary range is indicative for roles at the same level within DTCC across all US locations. Actual salary is determined based on the role, location, individual experience, skills, and other considerations. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Role Description At Orca AI, we're on a mission to shape the future of the shipping industry through cutting-edge autonomous ship technology. Our solutions empower teams both on the ship and ashore to make informed decisions that dramatically enhance safety, reduce fuel consumption, improve navigation, and minimize environmental impact. We integrate state-of-the-art technologies like computer vision and augmented reality, ensuring that we create solutions that improve operational efficiency and promote safer, greener shipping practices. At Orca AI, we are committed to making a positive difference for both the environment and the people who rely on safe, efficient shipping practices. Join us as we work towards a safer, greener future for the maritime industry. We are looking for Tier 2 Technical Support to join the Tech Ops team - a dynamic and challenging role providing critical technical support to customers. A Tier 2 Technical Support Specialist at Orca AI is responsible for managing deployed systems - including the hardware, software, and networking components, and delivering excellent technical support. Key Responsibilities - Provide technical support to customers worldwide: diagnose, troubleshoot and resolve technical incidents in systems installed on maritime platforms (on-board vessels, maritime IoT, sensors, navigation instrumentation). - Automate processes and tasks to improve efficiency and reduce the risk of errors. - Solve networking technical issues. - Overseeing new customer installations. - Deploying SW upgrades. - Work closely with other teams, such as development, DevOps, QA, and PM, to ensure that systems are aligned with business needs and goals. - Support installation and commissioning activities (remote and possibly occasional on-site in Singapore) in coordination with engineering teams. Qualifications - Residency in Singapore - A must. - Minimum 3 years of experience in a technical support, systems troubleshooting or field-engineering role (ideally in an embedded systems / instrumentation / maritime-adjacent environment). - Excellent understanding of technologies, operating systems, networking (CCNA level), and systems. - Experience in the Technical support field and working with CRM (Salesforce). - Customer-oriented, and capable of providing high levels of client satisfaction. - Strong knowledge in - Linux and CLI commands. - Self-motivated, enthusiastic, and able to handle multiple support cases. - Remote diagnostic experience. - Excellent English (written and verbal). - Team player with a proactive attitude. - Able to work independently, and from home. Preferred Qualifications - Background or orientation towards the maritime industry (shipboard systems, navigation instrumentation, maritime communication networks, vessel operations). - Familiarity with NMEA standards (e.g., NMEA 0183, NMEA 2000) and/or certification in NMEA instrumentation/configuration. - Hands-on experience with maritime sensors, navigation systems, autopilots, AIS, GNSS receivers or vessel instrumentation. - Additional certifications in networking, Linux system, cloud/IoT platforms. - Willingness to travel occasionally to installation sites (around Singapore) and work flexible hours as needed to support vessel operations across time zones. Benefits - A dynamic and fully-remote work environment in Singapore, with opportunities to engage in maritime-technology innovation. - Collaboration with a multi-disciplinary team of engineers, technicians and product specialists. - Professional growth and exposure to the maritime instrumentation and autonomous-vessel domain.