• Provide technical support to Sungrow’s customers across Europe. • Explain technical topics clearly and educate customers. • Handle a wide range of requests with professionalism and empathy. • Engage with cross-functional and international teams to enhance project delivery.

Role Description The Technical Support Engineer (TSE) serves as a key player within Casepoint’s US technical Support team. This customer-facing position supports Government and Commercial customers as they perform their eDiscovery tasks and provides technical support as needed. The TSE provides user support for enterprise self-service clients by troubleshooting and resolving issues with the following: - Ingestion - Processing - Productions - Data loading issues - Cloud collections - Integrations - Legal hold TSEs also provide technical support to troubleshoot all Casepoint platform application issues and develop root-cause analyses. Strong candidates must have the right combination of organizational, multi-task management skills, technical acumen and/or education, and electronic discovery experience to successfully manage multiple tasks serving commercial customers. This role is ideal for someone with a solid foundation in eDiscovery who is ready to take on more responsibility and contribute to the success of high-stakes legal projects. Qualifications - Computer science or information technology-related degree with a focus on database administration or data analysis or an equivalent combination of education and experience - Minimum 2 years of experience in eDiscovery field - Strong understanding of the EDRM lifecycle - Excellent communication and customer service skills - Excellent client relationship skills which include the ability to proactively manage client expectations, recognize client needs and adapt company capabilities to consistently meet client requirements - US Citizenship (non-dual) is required by government contract - Current Secret or above clearance required Requirements - Responsible for day-to-day task needs with government and commercial customers - Respond to end users and customers on basic technology-related issues and questions - Capture detailed information regarding the issue and resolutions in the ticket tracking system - Manage, track, and resolve tickets within service level agreement thresholds, escalating as needed - Support users who have issues with ‘self-service’ eDiscovery tasks, such as ingestion, processing, productions, data loading, cloud collections, legal hold, and other Casepoint platform application integrations - Perform data analysis, data exports, and data manipulations - Convert, normalize, and migrate data from a variety of databases, converting text and image files to various formats - Provide coding support (e.g., Postgres) as needed for data ingestion, processing, or analysis - Perform data disposition activities like archive and deletion - Complete user-based administration tasks, including creating categorization tags and running searches in order to complete litigation support tasks - Set and manage expectations with customers - Communicate with project leads on estimates and deadlines for tasks - Assist project managers with Casepoint application tasks - Understand various components of the platform ELK Stack, PostgreSQL, Redis, Rabbit MQ, API servers, and their interaction - Possess basic understanding of virtual/cloud infrastructure and networks - Analyze issues and provide detailed analysis to the Product team - Work with customers to reproduce issues and share the exact details with the Product team - Develop root cause analysis - Apply basic knowledge of PostgreSQL queries and procedures - advanced understanding is a plus - Provide structured and non-structured data analysis, data modeling, and optimization - Make recommendations related to the performance and efficiency of data storage including more effective use of indexes or other DBMS specific features - Debug code with guidance from product team for troubleshooting - Coordinate with internal teams (Information Services, Product, Customer Services) to ensure that system issues are resolved in time - Serve as the main point of contact to resolve all aspects of the ticket and provide updates and resolution to the customer - Ensure system parameters are monitored and system is functioning normally at all times - Serve as point person when system reliability goes down Benefits - Remote work eligibility from various states - Hybrid work schedules - Prime downtown D.C. location

Role Description The Associate Technical Support Engineer is the first point of contact for our government customers using our suite of applications. Your primary goal is to provide exceptional customer service by addressing everyday technology questions and basic troubleshooting needs. You will focus on identifying user issues, resolving known problems, and ensuring that complex technical requests are documented and handed off to our specialized Tier 2 team when necessary. What You’ll Do (Key Responsibilities): - Application & Front-End Support - First-Response Support: Act as the primary point of contact for government customers, responding to daily technical questions and resolving initial software issues. - Basic Troubleshooting: Research and diagnose user-reported problems, using front-end tools and established guides to find solutions for failed tasks or errors. - Account Management: Assist users with account access issues, including verifying user permissions and helping administrators with basic password resets within the application interfaces. - Incident Documentation: Carefully capture and log all details regarding customer issues and their resolutions in our ticket tracking system to ensure clear records for our team. - System Monitoring: Assist in monitoring the general health of Casepoint applications, flagging any trends or recurring errors to senior team members. - Collaboration & Customer Success - Customer Interaction: Effectively communicate with end users to understand their needs, providing "white-glove" service to ensure they can navigate our software smoothly. - Tier 2 Coordination: Identify complex issues that require backend intervention and escalate them to the Tier 2 team with a clear summary of the steps already taken. - Project Support: Support Customer Success Managers and Project Managers by providing updates on current support tickets and helping track overall project progress for our clients. - Internal Communication: Participate in cross-departmental emails and follow-ups to ensure that no customer request is left unanswered. - Professional Growth & Platform Knowledge - Continuous Learning: Stay up-to-date on new features and updates across the Casepoint platforms through regular training. - Software Testing: Participate in basic testing of new software releases to provide feedback on the user experience and help identify potential bugs before they reach the customer. - Knowledge Sharing: Help maintain the internal knowledge base by documenting new solutions to common questions. Qualifications - Education: Degree in Information Technology, a related field, or equivalent hands-on experience in a customer-facing technical support role. - Problem-Solving Skills: A natural curiosity and ability to walk users through step-by-step instructions to resolve software questions. - Communication: Excellent verbal and written communication skills with a focus on patience and clarity when talking to customers. - Software Familiarity: Experience or a strong interest in supporting government-specific software and a quick ability to learn new applications. - Citizenship: US Citizenship (non-dual) is required by government contract. - Clearance: Ability to obtain and maintain a Public Trust or higher clearance. Work Location & Flexibility We are headquartered in Washington, D.C., and this role is eligible for remote work from the following states: AR, AZ, CA, CO, CT, DC, DE, FL, GA, IL, IN, KS, KY, LA, MA, MD, MI, MN, NC, NH, NJ, NM, NV, NY, OH, OK, OR, PA, SC, TX, VA, WA, WI, WV, WY. If you live outside these states, unfortunately we’re not able to consider your application at this time. Company Description OPEXUS, a leader in government process management software, and Casepoint, a top provider of data discovery technology for litigation, investigations, and compliance, merged in January 2025, with a majority investment from Thoma Bravo. The merger combines OPEXUS' expertise in government process management and Casepoint's advanced data discovery technology to create a scalable platform that meets growing demands for efficient, secure data management in the public and regulated sectors. - This collaboration enhances workflows for government and enterprise clients, focusing on data discovery, litigation, and compliance. - The Washington Post, which named OPEXUS + Casepoint as the best place to work, solidifies the company's commitment to fostering a supportive, innovative, and inclusive work environment. - Our dedicated team has created a culture grounded by our shared values that encourage everyone to speak up, join in, and celebrate together. - From our hybrid work schedules to our prime downtown D.C. location, working at OPEXUS + Casepoint offers the best of all worlds. OPEXUS + Casepoint is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Role Description The Infrastructure Services Support Engineer leads and assists with the implementation and deployment of ScriptPro’s cloud and virtual solutions. This is a support role requiring detailed documentation in a ticketing Customer Relationship Management (CRM) system that allows for organizing, tracking, and resolving configuration incidents. On-call rotation is required for critical outages or service interruptions. General business hours are Monday through Friday, 8:00 AM to 5:00 PM CST. The position requires availability for on-call duties outside regular hours, including nights, weekends, and holidays. This role is primarily performed remotely, though Kansas City Metro employees may have on-campus requirements according to departmental policy and business need. Regular, punctual, and predictable attendance is an essential function of every job at ScriptPro. Scope of the Role: - Support Virtual Machines (VM’s) in vSphere and AOS environments - Configure and support Azure App Services, Azure Relays, and App Service Plans - Manage Azure resource groups/resources as recommended by Engineering - Manage Azure permissions and Azure SSL certificate renewals - Assist with developing and maintaining policies, installation guides, and documentation for Azure-related services - Monitor Azure email alerts and take appropriate action as needed - Serve as a subject matter expert for virtual machines and cloud infrastructure - Analyze and resolve support incidents and recommend changes to existing configuration processes - Participate in or lead customer disaster recovery and business continuity testing - Collaborate with customers to troubleshoot and understand issues that are assigned - Work independently while establishing procedures and guidelines to perform job functions - Participate in on-call support phone rotation - Perform other duties as assigned Qualifications - Bachelor’s degree in Information Technology or a related field - 3+ years of server and network administration - Experience with cloud infrastructure, including administration and configuration in Azure or AWS - Knowledge of Azure App Service, Azure Relay, App Service Plans, and Application Insights - Experience configuring virtual networking solutions (e.g., ASAv or similar), including VPCs, VPNs, and Layer 2 extensions - Proficiency in vSphere VM templating, customization, deployment, and performance monitoring within the guest OS - Experience with Nutanix AHV and AOS environments - Experience creating and deploying OVF/OVA templates with customization - Experience supporting VMs in a vSphere environment - Server administration experience across Azure, VMware, AOS, and Windows Server environments - Experience with remote support tools such as Bomgar or Windows Remote Desktop - Familiarity with enterprise storage technologies (e.g., SAN, storage tiering, iSCSI, Fibre Channel) is preferred - General knowledge of industry best practices and technologies - Strong analytical and critical thinking skills with the ability to assess complex problems and identify root causes - Excellent organizational and time management skills, with the ability to manage multiple tasks and priorities effectively - Strong interpersonal skills with the ability to build relationships and collaborate across cross-functional teams and all organizational levels - Excellent verbal and written communication skills - Highly motivated, adaptable, and able to thrive in a dynamic, fast-paced, and evolving environment Requirements - CompTIA Security+, A+, or Network + - Microsoft Certified Solutions Expert (MCSE) in Cloud Platform and Infrastructure - Microsoft Certified Solutions Architect (MCSA) in Server 2012 or Server 2016 - Microsoft Certified: Azure Fundamentals - VMware Certified Professional Remote Work Requirements - Must have high-speed reliable internet access with a hard-wired connection - Must have a distraction free home office workspace - Must be willing to participate in video virtual meetings (camera on) Benefits - Medical, Dental, Vision, Short-Term Disability, Company Paid Life Insurance & Long-Term Disability, 24/7 on campus Gym, and Vitality Wellness Program that helps lower your premium costs - Paid Time Off (PTO), Parental Leave, nine (9) paid holidays, paid volunteer hours, Employee Assistance Program, company-sponsored events and team-building activities, 401(k) Retirement Plan with company match, financial investment services, employee discounts on products and services. Employment Conditions It is ScriptPro's policy to run a comprehensive background check post job offer and you must be able to obtain Department of Defense security clearance after date of hire. This position includes responsibilities for ensuring compliance with cybersecurity and privacy policies to support the safeguarding sensitive data, including personally identifiable information (PII) and Protected Health Information (PHI). Completion of annual cybersecurity and privacy awareness training is required, as the role aligns with the organization’s security posture and risk management practices. Working Conditions Requires routine use of standard equipment and extended computer use. Employee must be able to sit, use hands and fingers, and occasionally lift, squat, stoop, bend, and reach. Problem-solving, practical learning, and instruction interpretation skills are essential.