• Receive, triage, and respond to inbound support tickets via phone, email, and ticketing platform within defined SLA windows. • Assist in diagnosing and troubleshooting basic hardware, software, networking, and connectivity issues for end users. • Support remote desktop sessions, basic account management tasks (Active Directory / Azure AD), and simple network troubleshooting under guidance. • Document all interactions, steps taken, and resolutions thoroughly in the PSA/ticketing system (e.g., ConnectWise, Autotask, HaloPSA). • Escalate complex or unresolved issues to senior engineers with clear, detailed handoff notes. • Assist with user onboarding and offboarding tasks including device setup and access provisioning. • Contribute to the internal knowledge base by documenting common fixes and workarounds. • Maintain professionalism and clear communication throughout the support lifecycle.

• This is a remote position. • Engagement Type: Project-based Assignment; B2B Contract • Duration: 6 months with possible extension • Be part of our Global Engineering Network! • Keep our digital presence secure, up-to-date, and optimized for performance and SEO. • Manage website text, images, videos, and downloadable assets. • Install, configure, and manage new plugins, themes, or features as required. • Publish and optimize landing pages, blog posts, and product/service content. • Ensure all new content is mobile-responsive and follows brand guidelines. • Perform regular updates to the CMS (e.g., WordPress), plugins, themes, and PHP version. • Conduct minor code adjustments (HTML, CSS, JavaScript, PHP) to enhance functionality. • Maintain a staging environment for testing updates before pushing to production. • Set up and monitor automated backup systems. • Diagnose and resolve conflicts between plugins, themes, and core software. • Fix broken layouts, 404 errors, JavaScript issues, and database connection errors. • Restore the website from backups in case of critical failures. • Troubleshoot and maintain third-party integrations (e.g., CRM, email marketing, payment gateways, inventory feeds). • Monitor and debug API data feeds to ensure accurate, real-time data exchange. • Work with external vendors to resolve integration-related issues. • Implement security hardening measures (firewalls, file permissions, login protection). • Conduct regular malware scans and vulnerability assessments. • Respond to and remediate security breaches or suspicious activity. • Provide ongoing website project consulting (e.g., architecture improvements, user flow optimization). • Perform technical SEO audits and implement fixes (site speed, structured data, meta tags, indexing). • Recommend and execute growth-focused improvements to increase conversions and traffic.

• The Senior ERP Business Analyst (CAPPS Technical Analyst) will support the Texas Comptroller of Public Accounts (CPA) on the Centralized Accounting and Payroll/Personnel System (CAPPS) Program. • This role provides highly advanced, senior-level consultative services and technical assistance in support of CPA's Fiscal Management Statewide Fiscal Systems team. • The candidate will oversee requirements, procedures, development, and testing activities performed by the CAPPS Managed Services vendor, ensuring adherence to written procedures, coding standards, and the CAPPS System Development Lifecycle. • The position requires strong cross-functional communication, vendor accountability, and the ability to work independently across a broad range of technical and functional responsibilities spanning HR/Payroll, Financials, STARR, and ancillary systems.

• Provide exceptional technical support and service directly to customers using the payment processing platform. • Investigate, troubleshoot, and resolve customer issues related to payment transactions, failures, refunds, chargebacks, and billing discrepancies, ensuring clear and thorough documentation of all findings. • Maintain detailed internal records of all customer interactions, cases, and resolutions using ticketing software. • Build and maintain strong working relationships with both customers and internal stakeholders to ensure effective issue resolution and customer satisfaction. • Escalate unresolved or complex payment-related issues to appropriate internal teams with complete and well-structured technical documentation. • Identify recurring payment system issues and escalate trends to product and engineering teams to support long-term fixes and system improvements. • Collaborate closely with internal departments such as Engineering, Product, and Operations to ensure seamless customer support and issue resolution. • Demonstrate deep knowledge of the payment processing platform, including transaction flows, APIs, and system behavior. • Act as a subject matter expert in payment support, contributing to internal knowledge base articles, troubleshooting guides, and customer-facing documentation. • Consistently meet or exceed defined service level agreements (SLAs), including response and resolution time targets. • Identify and implement opportunities to improve support efficiency, workflow optimization, and overall customer experience. • Mentor and support new team members by providing guidance on payment troubleshooting, support processes, and product knowledge.