• Lead and provide hands-on support for IT help desk and desktop operations, ensuring timely resolution of incidents and requests. • Serve as the primary escalation point for complex technical issues across Windows, MacOS, iOS, Microsoft 365, and core business applications. • Supervise and mentor support staff; set expectations for response, resolution, and customer satisfaction. • Manage ticketing workflows, ensuring SLAs and response times are consistently achieved. • Partner with IT leadership to refine policies, procedures, and security best practices. • Support onboarding/offboarding processes, including account provisioning, hardware configuration, and application access. • Maintain accurate asset inventory and ensure systems remain compliant with IT standards. • Coordinate with external vendors and Managed Service Providers as needed to resolve issues and support business continuity. • Provide clear, proactive communication to end users and stakeholders regarding IT issues and resolutions.

• Serve as the final technical escalation point for Support, unblocking TSEs, CSMs, and onboarding teams with expert-level troubleshooting. • Triage and validate bugs, perform deep-dive investigations, reproduce issues, and determine ownership before routing to Engineering with complete context. • Partner directly with Engineering to master Zip’s architecture, including workflow nodes, task engines, integrations, and API layers. • Identify, build, and maintain scalable escalation pathways from Customer → Product → Engineering. • Strengthen internal triage processes by closing knowledge gaps, improving documentation, and optimizing tooling and workflows. • Develop clear standards for debugging, ticket handoffs, reproduction steps, and prioritization signals to improve Engineering alignment and SLA predictability. • Collaborate with Product as the voice of the customer, influencing roadmap decisions through patterns surfaced in escalations. • Work directly with customers when highly technical or urgent issues require senior-level expertise. • Support Sales, CSM, Onboarding, and TAM functions as a subject-matter expert across procurement workflows, integrations, and system configurations. • Use internal tools, logs, and observability platforms (e.g., DataDog) to analyze customer configurations, trace failures, and understand system behavior. • Validate integration flows using REST/GraphQL payloads, webhooks, APIs, and third-party systems. • Drive improvements by identifying systemic issues from recurring case patterns.

• Isolate, troubleshoot, and resolve customer issues to a satisfactory outcome. • Guide customers on best practices for setup/configuration to achieve desired results. • Analyze legacy practices/data and configure appropriately in new environments. • Conduct customer reviews prior to release to confirm acceptance of data/configuration. • Maintain accurate activity records and timely updates for reporting and (where applicable) billing. • Improve and contribute to knowledge articles and support processes (including ServiceNow incident management enhancements). • Manage escalations, defect/problem resolution, and ensure crisp handoffs across teams (Incident Managers, Engineers, Account Management). • Act as a trusted ambassador in customer interactions; collaborate with partners and internal workgroups.

Waste Connections is seeking a motivated and detail-oriented intern to join our Southern Region team for Summer 2026.  We have opportunities in our Austin, Houston and Dallas markets. As an intern, you will gain hands-on experience in the solid waste management industry. You will support various departments, learn industry best practices, and contribute to ongoing projects. This is a full-time position starting in May 2026. Waste Connections is one of the largest solid waste companies in North America.  We are an integrated services company that provides solid waste collection, transfer, disposal and recycling services to local businesses throughout U.S. and Canada.  We are proud to be a different kind of company with a different kind of culture. One where self-directed, empowered employees have our trust and full support to realize their potential as they strive to make a bigger and better impact on their communities and careers every day. Pay: $22.00/hr Key Responsibilities: Assist with Daily Operations: Support the team in day-to-day tasks related to waste collection, recycling, and environmental sustainability initiatives. Data Collection and Analysis: Collect, organize, and analyze data related to waste management processes, recycling efforts, or financial reports. Project Support: Assist in ongoing projects, including operational efficiency improvements, safety initiatives, or customer service enhancements. Environmental Compliance: Help the team ensure compliance with environmental regulations and industry standards by reviewing reports, conducting audits, or supporting the environmental services team. Customer Service: Provide assistance to customer service teams by answering inquiries, helping with customer accounts, and resolving service-related issues. Administrative Duties: Perform administrative tasks such as filing, report generation, document management, and assisting with presentations. Collaborate Across Departments: Work closely with departments like operations, safety, compliance, and finance to support cross-functional projects. Attend Meetings: Participate in team and department meetings, take notes, and assist in follow-up actions. Learning Opportunities: Gain a broad understanding of the waste management industry. Exposure to real-world operational challenges and the opportunity to develop problem-solving skills. Develop interpersonal and communication skills through interaction with various teams and customers. Learn about safety protocols and environmental compliance in a regulated industry. Qualifications: