• Provide professional post-sales technical support for end-user customers and dealer representatives • Provide software installation and configuration through a remote access system • Provide software setup and training for end-users • Provide pre-installation evaluation of custom technology • Monitor, manage, and document all actions and solutions in the issue resolution system • Process, resolve, and if needed, escalate support issues • Achieve and maintain organizational requirements for ticket quality and time utilization • Support a variety of application platforms and systems • Document and utilize solutions through the use of a knowledge base, white papers, training sessions, and other available educational tools • Resolve questions regarding solutions, services, and training • Provide creation/updating of training materials for end users and dealer technicians • Ensure proper communication occurs with end users, dealer reps, and ACDI employees in terms of providing timely status reports • Participate in Statements of Work creation, needs analyses, and generate other documentation supporting conceptual workflow manuals • Design and execute a post-sale implementation strategy to ensure client up-time, comprehension, and overall satisfaction • Train key personnel and managers on software, hardware, and supporting workflow • Work across multiple departments to ensure collaborative efforts and improvements are being implemented, documented, and shared • Maintain a complete understanding of and adhere to all ACDI policies, procedures, and processes • Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies • Some after-hours and/or holiday work required • Contribute to team effort by accomplishing related results as needed • Utilize various ticketing, Project Management, CRM, etc., systems to document work thoroughly • Ability to understand the requirements of a project, and to efficiently, effectively, and consistently meet those requirements • Contribute to team effort by accomplishing related results as needed • Maintains a complete understanding of and adheres to all ACDI policies, procedures, and processes • Maintain a positive organizational culture while upholding ACDI's mission, vision, and core values.

Role Description Kintsugi is revolutionizing sales tax automation with our AI-powered platform designed specifically for e-commerce and SaaS businesses. Our solution reduces tax preparation time by 75 percent and cuts compliance costs by 50 percent, allowing finance teams to focus on strategic initiatives rather than routine calculations. As we continue to grow and disrupt the tax automation space, we're building a world-class team to help us scale with purpose. We’re looking for a Site Reliability Engineer (SRE) to help scale and harden the infrastructure that powers Kintsugi. This role sits at the intersection of software engineering and operations — ensuring our systems are reliable, observable, performant, and cost-efficient. You’ll work closely with Platform Engineering, Product teams, and QA to: - Design resilient architectures - Improve deployment pipelines - Establish guardrails that let us move quickly without sacrificing stability - Automate infrastructure with IaC - Instrument detailed observability and incident response Qualifications - Proven experience in Site Reliability Engineering, DevOps, or Infrastructure Engineering roles - Strong foundation in AWS services (Lambda, API Gateway, RDS/Postgres, ECS/Fargate, CloudWatch, etc.) - Hands-on experience with serverless frameworks, CI/CD pipelines, and infrastructure-as-code (e.g., Terraform, CloudFormation, Serverless Framework) - Expertise in observability stacks (metrics, tracing, logging) and modern monitoring practices - Familiarity with security and compliance in cloud environments (SOC 2, GDPR, etc. a plus) - A collaborative mindset with a passion for empowering developers to move fast safely Requirements - Build and maintain reliable, scalable infrastructure on AWS using serverless and container-based services - Develop and operate monitoring, alerting, and observability systems to ensure we catch issues before customers do - Partner with engineering teams to design for reliability and performance from the start - Automate repetitive tasks through infrastructure-as-code, CI/CD improvements, and tooling - Lead and evolve incident response practices, including postmortems and blameless learning - Optimize infrastructure for cost efficiency while maintaining high availability and security standards - Contribute to security, compliance, and disaster recovery efforts as the platform scales

• Provide technical leadership and oversight of substation engineering and consulting services for clients across the US. • Create civil and structural design deliverables. • Prepare, provide guidance, or assist in preparing and developing the engineering deliverables for electric substation projects. • Provide leadership and mentorship to other team members and contribute to the technical development of the group as well as the quality of our deliverables. • May serve as project lead or independent reviewer for projects assigned. • Utilize understanding of the industry standard work practices, client standards, and/or other applicable guidelines to complete engineering designs. • Write technical reports summarizing site design, drainage designs, and foundation designs. • Review of topographic surveys, geotechnical reports and vendor drawings for acceptability and making calculations as required. • Act as project lead or independent reviewer for projects assigned. • Provide technical support for clients and support regional business development initiatives as a technical resource under the direction of the Department Manager. • Lead and mentor teams of engineers and designers and assume responsibility for their success on projects. • Support creation of proposals and scope development. • Work in a project team environment with other engineers and designers involved in detailed electrical design and project management of utility substation projects. • Participate in project conceptualization, work planning, and project execution. • Lead in the execution of engineering activities. • Perform quality reviews for other engineers and designers. • Conduct field visits for site walkdowns, constructability reviews, construction support, and other site meetings as needed.

• Prepare detailed shop drawings for wooden doors and fixed furniture • Coordinate drawings with Technical Office Manager and production teams • Ensure drawings reflect approved materials and specifications • Prepare production-ready drawings suitable for CNC machining • Assist in preparing drawing submittal packages and revisions