• Own and resolve complex technical issues across Sumo Logic’s platform, including ingestion pipelines, search, analytics, and Cloud SIEM capabilities • Act as an escalation point for high-severity (P1/P2) issues, driving cross-functional alignment with Engineering, SRE, and Product teams • Ensure timely and high-quality communication to customers throughout the lifecycle of an issue • Troubleshoot across cloud-native architectures (AWS, APIs, containers, networking, log ingestion) • Diagnose performance issues such as slow queries, ingestion delays, and data pipeline failures • Analyze logs, metrics, and system behavior to identify root causes and recommend solutions • Develop and maintain deep expertise in Sumo Logic’s platform and integrations • Serve as a trusted advisor to customers, ensuring fast time-to-resolution and reduced customer effort • Partner with Customer Success and Professional Services to support customer health and retention • Drive improvements in key support metrics such as time to resolution (TTR), backlog reduction, and SLA adherence

• Convert purchase agreement and disclosure templates from Word format into Oracle Reports • Write basic and conditional SQL statements to extract deal-specific customer data from OCI databases • Triage and manage incoming document requests through a tracker sheet • Run unit tests against test records in the database, generate PDFs, and iterate with QA • Provide Level 2 end-user support for issues touching purchase and sale agreements across Salesforce, Oracle Reports Builder, OCI, and ServiceNow • Collaborate with cross-functional partners in Legal, Strategic Sourcing, Salesforce, and OCI to gather requirements

Role Description A successful Biometrics Technical Support Engineer will serve as a single point of contact, delivering the highest level of customer service while supporting both IT and non-IT inquiries. The Service Desk is responsible for providing solutions by following established troubleshooting procedures and referencing Knowledge Base (KB) articles whenever possible. When further support is required, the specialist gathers all necessary information and routes the request on the user’s behalf to the appropriate team within First Advantage. Additionally, the Technical Support team monitors each request through to completion to ensure timely and effective resolution. - Respond to requests/queries in person, via phone or electronically. - Monitor Helpdesk mailbox and assign to respective support resources on shift. - Provide end user support for all hardware and software. - Research issues and questions using available knowledgebase. - Diagnose and resolve issues reported via call, ticket or email. - Conduct daily follow ups on pending tickets to facilitate closure with adherence to SLAs. - Set up and configure desktops, printers, scanners, and other peripherals on shift basis. - Handle escalations and ensure they are quickly resolved. - Develop relationships with points of contact across the organization. - May support basic training efforts for junior engineers and help in development of team. - End user account maintenance; including account creation, ongoing maintenance and deletion. - May support Active Directory administration to include but not limited to account and group creation/management. - Ensure proper documentation of ticket and ticket logging for all issues reported to helpdesk. - Install and configure software. - Coordinate with vendors as needed. - Monitor uptime of servers. - Become familiar with Help Desk policies and procedures. - Develop daily reports to track team performance and update managers. - Become familiar with other internal departments, their systems and applications. Qualifications - Associate’s Degree or equivalent experience preferred (technical or analytical field a plus). - 2+ years specializing in remote desktop support, systems administration, or IT Operations in a Windows environment. - Systems Architecture and integration experience preferred (specifying hardware, network configuration, etc.). - Microsoft Office 2013 and above. - Outlook 2013 and above. - Knowledge of TCP/IP networking, and related network services (i.e. DNS, SMTP, DHCP, etc.). - Previous work experience in a corporate environment. - Experience supporting Outlook in a Microsoft Exchange environment. - Experience supporting a variety of WiFi-enabled devices. - Experience supporting remote users. - Basic knowledge of thin client systems, network printers, Citrix, terminal servers. Requirements - Excellent communication skills and experience working in a global setup. - Ability to clearly communicate technical concepts to non-technical people. - Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures. - Ability to multi-task in a fast-paced environment. Benefits - The salary range for this position is approximately $50,000-$62,000 base annually. - This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect. - We tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process.

Role Description Qualified is looking to add a new member to our Technical Support team as we scale our world-class support. As a Technical Support Specialist, you will be responsible for: - Actively managing the support queue to answer and resolve product-related issues by working on cases in a timely manner and answering questions via live chat, email, and video calls. - Supporting our Success Architect team through a deep and technical understanding of the product and joining them on calls as an additional technical resource for customers. - Working cross-functionally with our engineering team to diagnose, debug, and report on operations-related problems for existing customers and leveraging technical knowledge to investigate, diagnose, and triage bugs. - Working collaboratively with our product team to understand, prioritize, and implement customer feedback into actionable insights that help shape the product roadmap. - Adding your own suggestions and efficiencies to improve our documentation, processes, and knowledge base. - Working on our incident response team to provide critical communication to our customers and internal staff during incidents. - Assisting and supporting leadership in improving the speed and efficiency of our customer operations strategy and experience. Qualifications - You have the ability to explain complex features and functionality to technical and non-technical users with empathy and technical expertise. - 5+ years of experience providing support in a B2B SaaS company. - Bachelor's degree. - You are located in either PST or MST. - Excellent interpersonal, communication, and writing skills. - Extensive knowledge of Salesforce CRM. - Working knowledge of marketing automation systems (e.g., Marketo, Pardot, Hubspot, Eloqua). - Working knowledge of Javascript and API errors. - Knowledge of web technologies (website architecture, custom forms, UTM parameters, etc.). - Passion for making customers successful with software solutions. - You enjoy analyzing issues and digging into complex problems. - You’re persistent in getting to the bottom of those complex problems. - The idea of wearing many hats and getting involved in lots of projects outside your day-to-day is exciting to you. - You’re interested in growing your career in Technical Support and helping us grow an amazing team. Benefits - Time off programs. - Medical, dental, and vision coverage. - Mental health support. - Paid parental leave. - Life and disability insurance. - 401(k) plan. - Employee stock purchasing program.