Role Description We are seeking a highly skilled Level 3 (L3) Technical Support Engineer with deep expertise in network infrastructure and hospitality environments. This role serves as the highest level of escalation for complex network-related issues, including advanced troubleshooting, configuration, and optimization of wired and wireless systems. The ideal candidate is a hands-on technical expert with strong experience in switching, routing, firewalls, and wireless networks, capable of working across multi-vendor environments and ensuring reliable, high-performance connectivity. Key Responsibilities - Advanced Network Troubleshooting - Diagnose and resolve complex issues related to network infrastructure, including LAN/WAN, Wi-Fi, and security systems. - Handle escalations involving VLANs, routing, switching, firewall rules, and network segmentation. - Troubleshoot performance issues, packet loss, latency, and connectivity disruptions. - Configuration & Implementation - Configure and maintain network devices, including switches, wireless access points, and firewalls. - Perform advanced configurations such as VLAN setup, trunking, ACLs, QoS, and firewall policies. - Support headend equipment configuration and optimization. - Multi-Vendor Network Support - Provide expert-level support for: - MikroTik (routing, firewall, scripting) - Aruba Networks - Ruckus Wireless - Cambium Networks - Fortinet (switches & firewalls) - Ensure interoperability and optimal performance across diverse platforms. - Root Cause Analysis - Perform deep technical analysis to identify root causes of recurring network issues. - Implement long-term fixes and improvements to enhance network stability and performance. - Hospitality Network Expertise - Support and optimize hospitality network environments, including guest and staff networks. - Manage walled garden configurations, ensuring proper access for guest onboarding portals. - Implement and maintain ACLs (Access Control Lists) for secure network segmentation. - Monitoring & Proactive Support - Monitor network health, performance, and security. - Proactively identify risks and prevent potential outages or service degradation. - Escalation & Vendor Coordination - Act as the final escalation point for unresolved L1/L2 issues. - Coordinate with vendors and third-party providers for advanced troubleshooting and resolution. - Documentation & Knowledge Sharing - Maintain detailed technical documentation, network diagrams, and troubleshooting guides. - Mentor L1 and L2 engineers and enhance team knowledge around network best practices. - Process Improvement - Evaluate support workflows and recommend improvements. - Drive automation and efficiency initiatives in network operations. Qualifications - 5+ years of experience in network support or network engineering, with at least 2 years in an L3 or senior role. - Strong hands-on expertise in: - VLANs, ACLs, routing, switching, NAT, and firewall policies - Wireless network design and troubleshooting - Proven experience working with: - MikroTik - Aruba, Ruckus, Cambium - Fortinet switches and firewalls - Experience supporting hospitality or high-density guest network environments. - Familiarity with walled garden configurations and captive portals. - Strong troubleshooting, analytical, and problem-solving skills. - Excellent communication skills for customer and cross-team collaboration. Preferred Qualifications - Certifications such as CCNP, Fortinet NSE, Aruba ACMP/ACSP, Ruckus, Meraki or MikroTik MTCNA/MTCRE. - Knowledge of network monitoring tools (e.g., PRTG, SolarWinds, or similar). - Knowledge of scripting/automation (e.g., Python, Bash). - Understanding of ITIL processes and incident management.

Role Description The Technical Support Engineer is responsible for operating and maintaining core production and development applications, ensuring high-quality service delivery to customers and Engineering teams. The role focuses on troubleshooting, continuous improvement, and collaborating with cross-functional teams to enhance processes and product performance, while proactively leading initiatives to strengthen operations and support. - Operate, maintain, and support production and development applications, ensuring high service quality while collaborating with Engineering and customer teams. - Identify opportunities to improve processes and product support, proposing and leading initiatives to enhance operations. - Perform planned and unplanned maintenance activities, including software upgrades, patches, and cross-region coordination. - Troubleshoot and resolve issues across development, pre-production, and production environments, including debugging enterprise code (Java, Python, JavaScript, Bash, SQL). - Act as an escalation point between Technical Operations and Engineering, managing complex issues and coordinating with cross-functional teams. - Configure and manage alerting tools (e.g., Nagios, Icinga) and support remote maintenance systems. - Develop and maintain tools for deployment, automation, and monitoring. - Document solutions and processes in tools such as Jira, Cherwell, and Confluence. - Evaluate software solutions and provide recommendations for improvement. - Provide guidance and training to team members, contributing to knowledge sharing and SME development. Qualifications - Hands-on experience with scripting (Python, Bash), familiar with databases, and code review. - Proficiency in Linux environments, networking principles, deployment processes, server configuration, and infrastructure management. - Strong experience in technology roles, with the ability to manage multiple projects, prioritize tasks, and meet deadlines. - Solid understanding of application architecture, including components, integrations, databases, and CI/CD processes. - Proven experience in troubleshooting through log analysis and root cause analysis with a focus on continuous improvement. - Knowledge of quality assurance methodologies and ability to analyze processes to identify and implement improvements. - Participation in an on-call rotation is required. Benefits - Solving complex problems that improve daily the lives of people around the world. - Opportunity to work in an international company with cutting edge technologies in a high-growth industry. - Career growth, stability, and a casual work environment, with a home-based work setup. - Competitive salary range of $62,000 – $110,000, based on location, experience, skills, internal equity, and market data. - Full benefits package including unlimited paid time off, 11 paid holidays, 401(k), a no cost medical insurance option for employees and eligible dependents, and FSA option.

Role Description The MSP Specialist is responsible for analyzing, researching and resolving CMS Section 111 MSP Response File errors to ensure data exchange compliance. Responsibilities include: - Determining Medicare order of payment and loading the appropriate Medicare COB record. - Researching and determining if 411 reporting to the MSPRC and the CMS COBC is required. - Reviewing, processing and tracking the Small Employer Exception (SEE) approvals from CMS. - Initiating procedures to recover funds from providers, subscribers or beneficiaries where overpayments have occurred. - Complying with all laws and regulations associated with duties and responsibilities. Qualifications - High School Diploma or equivalent is required. - 3 years of claims experience is required. - 1 year of COB, refund or adjustment experience is required. - Medicare experience is preferred. - Expert knowledge in primacy determination, CMS Regulations, COB Rules and Regulations is required. - Knowledge of enrollment process is preferred. - Demonstrated PC skills including Microsoft Office (e.g., Word, Excel, Outlook, etc.) and related software. - Strong verbal and communication skills with the ability to interpret and communicate information with tact, diplomacy, patience and professionalism. - Able to assist both internal and external customers in a variety of situations. - Detail-oriented and organized. - Able to shift priorities as needed to cover multiple tasks. Requirements - Researching, reviewing, and sending appropriate documentation to Medicare/CMS, the Department of the U.S. Treasury and/or collection agencies. - Meeting all CMS imposed deadlines to ensure compliance and avoid referral to the Department of Treasury. - Reviewing, processing and tracking the Small Group Exception (SEE) approvals from CMS. - Receiving or initiating an MSP 411 investigation from various sources. - Creating MSP 411 reporting letters when necessary. - Maintaining a tracking log of all MSP 411 reported situations. - Determining if Medicare mistakenly made a Primary payment. - Loading appropriate Medicare COB record to ensure accuracy of claims processing. - Reviewing the group threshold report weekly for changes. - Researching and making necessary COB adjustments on claims. - Reviewing quality audits for correction or routing within 48 hours. - Initiating procedures to recover funds from providers, subscribers, or beneficiaries. - Analyzing and correcting MSP response file errors. - Maintaining and recording number of adjustments processed and hours worked daily. Benefits - Resources to live well and be healthy. - Opportunities for continued learning and skill development. - Support for professional growth. - Engagement in serving local communities.

• Independently own end-to-end diagnosis of application, database, integration, and performance issues in production WMS/logistics environments. • Write and review SQL queries to validate data integrity; analyse execution plans and map workflows to underlying data structures. • Troubleshoot file-based, table-to-table, and API integrations, including endpoint validation, authentication, and retry logic. • Diagnose OS-level and environment failures, coordinate with infrastructure and security teams as needed. • Manage the full case lifecycle with clear customer communication, timely updates, and root cause documentation. • Serve as escalation point for Tier 1 and collaborate with Tier 3 and Engineering on complex issues. • Mentor junior team members, contribute to the knowledge base, and participate in on-call rotations.