Role Description Pismo is seeking a Support Engineer specializing in Cloud Platform and Pismo Core Platform to support enterprise clients within the Enterprise Support team. This role focuses on platform stability, infrastructure behavior, and core product capabilities such as shared platform services and integrations. The Support Engineer works closely with Engineering teams to investigate issues, understand system behavior, and improve operational efficiency. The Support Engineer acts as a technical bridge between clients, TAMs, and Engineering, contributing to faster diagnosis, better system understanding, and continuous improvement. You will also play a key role in building and evolving internal tools, automation, and AI-driven solutions to scale support operations and improve efficiency. Key Responsibilities - Provide technical support across cloud and core platform domains, including infrastructure, APIs, integrations, and platform services. - Investigate complex technical issues, analyzing system behavior, logs, and interactions across services. - Support incident management, contributing to troubleshooting and analysis during high-severity incidents. - Collaborate closely with Engineering teams, ensuring clear communication of findings and validation of system behavior. - Validate platform changes and releases, assessing potential impact to client environments and integrations. - Contribute to platform understanding, documenting patterns, common issues, and operational insights. - Develop internal tools and automation, improving diagnostics, monitoring, and support workflows. - Leverage AI and automation, building or contributing to AI-driven tools (e.g., agents, workflows) to improve efficiency and reduce manual effort. Qualifications - 2+ years of relevant work experience and a Bachelor's degree, OR 5+ years of relevant work experience. - Bachelor’s degree in Computer Science, Engineering, or a related technical field (or equivalent practical experience). - Proven experience in cloud platforms, SaaS, or distributed systems environments. - Strong understanding of APIs, integrations, and service-based architectures. - Experience working with high-availability systems and operational support for critical services. - Background in technical support, SRE, or engineering-related roles, with exposure to production systems. - Experience with incident management and troubleshooting, including root cause analysis. - Ability to analyze logs, metrics, and system interactions across multiple components. - Experience collaborating with engineering teams on investigations and system validation. - Familiarity with automation, scripting, or developing internal tools, with exposure to AI-driven approaches as a plus. Requirements - Main Performance Indicator: Issue Investigation Effectiveness — Accuracy and depth of technical analysis, including quality of root cause identification and diagnostics. - Incident Contribution & Resolution Support — Effectiveness in supporting high-severity incidents through timely analysis and coordination with Engineering and TAMs. - Transaction & System Insight Quality — Ability to analyze transaction flows, logs, and data to identify patterns, anomalies, and root causes. - Operational Efficiency Improvement — Contributions to internal tools, automation, or AI-driven solutions that improve troubleshooting and support processes. - Collaboration & Engineering Feedback — Quality of collaboration with Engineering teams, including clarity of technical findings and actionable feedback. Company Description Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid. At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Role Description With a passion for helping others and solving problems, you’ll be helping clients over chat, email and outgoing calls with their questions on how to login to the system, navigate the interface and perform specific tasks. You’ll be training clients on how to login to the system, run searches and exports, as well as use advanced features. When not actively supporting clients, you’ll be fulfilling their requests such as account creations and project access requests. Qualifications - Bachelor’s degree or higher (any discipline). - B2 level proficiency or higher in English. - Digital Intelligence – ability to acquire and apply new knowledge related to digital technology. - Digital Literacy – ability to find, evaluate and clearly communicate information through multiple mediums. - At least 2-3 years in either customer service, tech support, legal, government, financial or hospitality roles. - Operating Systems – Windows and Mac. - Microsoft 365 – Office (Excel, Word & PPT), Visio and Sharepoint. - Strong communicator – both written and verbally. - Active listener – gains knowledge while engaging with the speaker. - Team player – capable of working independently or collaboratively with colleagues as situations arise. - Flexibility – to adapt to regional communication styles. - Patience & Empathy – when supporting clients of varying technical proficiency. - Client advocacy - when collaborating with other teams or when providing the client with status updates. - Problem Solver – capable of identifying issues and communicating resolution steps clearly. - Assessor – can identify scenarios that require escalation to either Concierge Leadership or other teams. - Previous experience in eDiscovery industry (extra credit). - Previous experience with eDiscovery systems such as Relativity, Everlaw and NUIX (extra credit). - Previous experience with user access systems such as ActiveDirectory and Azure (extra credit). - Existing Consilio employees with at least 1 year tenure (extra credit). Requirements - Shift: Tuesday to Saturday 1pm to 10pm Eastern (US). Benefits - Working remotely from home. - Sightline Administrator certification. - Relativity Review Management Specialist certification (RRMS). - Brainspace Administrator certification. - BlackOut User certification. - Health and welfare benefits (including medical, dental, vision, life insurance and EAP). - Retirement plan. - Paid-time off (PTO). - Employee Appreciation (Bonusly) and Referral Reward Programs.

• Translate business needs into technical requirements, user stories, and acceptance criteria • Support development and maintenance of a clear technical roadmap aligned to business goals • Support the management and prioritization of the product backlog to support timely delivery • Collaborate with engineering, design, and architecture teams to ensure requirements are feasible and well-defined • Support Agile meetings including sprint planning, reviews, and retrospectives • Facilitate communication between stakeholders and technical teams • Identify opportunities for process improvements and contribute to continuous improvement efforts • Support release planning and validation activities to ensure high-quality delivery

• Provide oversight and leadership to the team • Learn and understand the needs of team members and ensure that they are set up for success • Evaluate current practices and propose improvements that will make the team more efficient • Experimentation: Implement improvement ideas on a small scale to validate their effectiveness • Daily oversight of staff to ensure the efficiency of work allocation, focus and status • Gain and maintain a high-level knowledge of all aspects of the Genesys Cloud platform and products • Provide escalation support and be prepared to work directly with customers in finding a solution to their issues • Provide team administration and performance reviews • Support the hiring and on-boarding process for new team members • Manage team performance to targeted key performance indicators • Introduce and maintain continuous performance process and standards • Work with the global leadership of Genesys Cloud Product Support to deliver on goals and objectives • Establish and evolve key performance indicators (KPI’s) and build high performing teams using Behavioral Based Coaching best practices; Ensure teams are adequately trained to maintain strong technical understanding and proficiency in Genesys Cloud • Foster enthusiasm and creativity within the team to identify new processes and approaches to enhance the customer experience with Product Support