Role Description The Senior Enterprise Support Analyst manages advanced requests from administrators and their learners, serving as the primary technical escalation point for the support team. This role expands upon core support duties by supporting complex technical integrations, conducting pre-delivery audits of new and renewal orders, and driving strategic enhancements to the published Help Center. They play a pivotal role in coaching fellow teammates through complex troubleshooting, standardizing work order configuration processes, and collaborating cross-functionally to prioritize product improvements and streamline enterprise operations. Responsibilities Include, But Are Not Limited To: - Advanced Ticket Management & Escalation Point: - Act as the first point of escalation for team members, guiding them through diagnosing and resolving complex technical and business issues. - Manage, prioritize, and triage advanced incoming customer requests through Salesforce and Jira. - Troubleshoot technical errors as they arise during the onboarding process and provide ongoing, high-level support for VIP and integration clients once live. - Order Fulfillment & Pre-Delivery Audit: - Execute and oversee the fulfillment of new customer and renewal orders across multiple product lines. - Perform pre-delivery audits to ensure strict accuracy and compliance with product, accounting, and legal policies prior to rollout. - Assist with advanced catalog configuration, including utilizing JSON, while maintaining a deep understanding of the evolving product portfolio. - Team Coaching & Mentorship: - Support and mentor team members by sharing knowledge, designing best practices guides, and assisting in daily issue resolution and prioritization. - Develop comprehensive training plans and materials to prepare other members of the Customer Support team. - Help Center Strategy & Execution: - Support the strategic enhancement and maintenance of the Help Center, ensuring all artifacts, internal how-to guides, and technical documentation accurately reflect current product capabilities. - Design step-by-step onboarding materials and self-help artifacts for technical implementations, payment, and facilitation processes. - Cross-Functional Collaboration & Process Improvement: - Consult on the technical configuration and implementation process during pre-sales and onboarding, communicating technical capabilities, limitations, and requirements. - Collaborate with the Enterprise Product and Engineering teams to relay actionable customer feedback and report bugs. - Partner with content teams across both product lines, including edX courses and executive education courses, to ensure accurate catalog curation and support consistency. Qualifications - 5+ years in a customer-facing technical support or consultative client role, preferably within a SaaS or enterprise technology environment. - Proven track record of taking end-to-end ownership of client configuration, technical integrations, and onboarding. - Experience configuring and troubleshooting SSO workflows (such as SAML 2.0) and working with API management for enterprise integrations. - Proficiency with ticketing and CRM systems (e.g., Jira, Zendesk, Salesforce). Requirements - Leadership & Mentorship: A proactive team player who naturally steps into a guiding role to build the technical competencies of their peers. - Analytical Problem-Solver: Possesses strong troubleshooting skills with a systematic approach to diagnosing complex technical errors and improving operational processes. - Exceptional Communicator: Highly capable of concisely translating complex technical capabilities and needs to both technical engineering teams and non-technical stakeholders. - Detail-Oriented: Highly organized, capable of managing competing priorities, and meticulous in conducting pre-delivery audits to ensure order accuracy. Benefits - Comprehensive benefits (unique per country) and excellent work/life balance. - Full-time, U.S. benefits include: - Medical, dental, and vision coverage - Life insurance, disability, and 401(k) employer match - Free snacks and drinks in-office - Generous paid holidays and leave policies, including unlimited PTO - Additional time off benefits include: volunteer days, parental leave, and a company-wide winter break - The anticipated base salary range for this role is ($73,500.00 - $83,413.00), with potential bonus eligibility.

• Lead a high-performing team comprised of Tier 1 Technical Support Analysts and Tier 2 Technical Success Analysts. • Coach and develop a team of strong customer advocates. • Lead smaller operational projects and key workstreams nested within larger, global, cross-functional initiatives. • Foster a culture of high accountability and autonomy, empowering analysts to own their success while driving a premium, high-touch customer connection. • Conduct impactful weekly/bi-weekly 1:1 sessions and quarterly performance reviews (HPC) focused on long-term career growth, technical skill development, and real-time behavioral coaching. • Take ownership of smaller operational projects and specialized workstreams that feed into major, global cross-functional initiatives. • Lead internal team projects aimed at optimizing support delivery, improving workflow efficiency, and implementing organizational changes seamlessly.

Role Description You will provide technical advice, guidance, and support to a wide range of program design and implementation issues with a focus on larger projects in the area of health and nutrition in line with Catholic Relief Services (CRS) program quality principles and standards, donor guidelines, and industry best practices to regional and Country Program (CP) teams to advance the delivery of high-quality programming to the poor and vulnerable. - Your technical knowledge, advice, and guidance will contribute to determining how effective, adaptive, and innovative CRS’ health and nutrition programming is across the globe. Qualifications - Experience in health and nutrition programming. - Ability to provide technical advice and guidance. - Knowledge of program quality principles and standards. - Familiarity with donor guidelines and industry best practices. Requirements - Ability to legally work where the position is to be performed. - Clear pre-employment medical clearance for positions requiring residence or frequent travel outside a home country. - Citizenship or permanent residency in the countries where CRS has offices is prioritized. Benefits - Commitment to safeguarding program participants, community members, staff, and volunteers from all forms of exploitation and abuse. - Adherence to CRS’ Code of Conduct. - Equal Opportunity Employer.

• Administer, sustain, and evolve corporate Observability environments with Zabbix, ensuring platform availability, performance, scalability, and reliability; • Act as a technical reference at the 3rd level for maintaining the monitoring infrastructure, supporting internal teams, vendors, and strategic partners; • Serve and advise internal clients, understanding technical and business requirements to propose appropriate monitoring solutions; • Identify, propose, and implement improvements to templates, triggers, items, dashboards, discovery rules, alerts, escalations, maps, integrations, and automations; • Support management of infrastructure, application, and service availability through continuous monitoring of metrics, events, and performance indicators; • Participate in War Rooms, critical incidents, and root cause analyses, proposing new monitoring or adjustments to existing checks; • Develop advanced monitoring using preprocessing, LLD, JavaScript, the Zabbix API, and the Zabbix database when necessary; • Work on medium- and high-complexity projects related to Observability; • Ensure adherence to IT governance processes, and to incident, problem, change, capacity, and availability management; • Monitor, optimize, and provide support when necessary for the Zabbix platform itself, including Server, Frontend, Database, Proxies, Agents, SNMP, traps, internal queues, and process performance;