• Serves as the first point of contact for customers needing technical support via phone and email. • Provides guidance to new and existing users on products and assists with setup and maintenance of online learning software and equipment. • Troubleshoots hardware and software issues, ensuring a smooth user experience. • Manages support tickets, uses knowledge bases to resolve inquiries efficiently, and aims for first-call resolution. • Handles multiple tasks simultaneously and escalates issues promptly when needed. • In a virtual contact center, resolving inbound customer calls and inquiries in a professional and empathetic manner.

Role Description Interlaced is looking to hire a full-time IT Support Technician III authorized to work in the United States. This position requires knowledge of common business technologies and experience working in diverse technical environments as well as with various cloud infrastructure components. The candidate we are looking for has a technical skill-set, and stays up to date with the latest technology trends. The ability to quickly incorporate new techniques and processes is a must. The candidate must be personable and have the ability to interact with each level of the client's business, from the front desk to the CEO. The ability to simplify complex technical solutions and convey them to end users is a requisite. This is a full time position working from home to assist end users through remote sessions, via chat, phone and email. The candidate is expected to have a dedicated working environment/home office with stable internet connection. This position is from the hours of 8am - 5pm in your local time zone, Eastern Time through Pacific Time, Monday through Friday excluding holidays. Roles & Responsibilities - Acting as an escalated layer of Interlaced's support team, interacting and coordinating efforts between department leaders outside of your immediate service team. - Acting as a technical leader in client facing calls. - Ensuring escalated tickets have a resolution plan and reviewing complex and critical service tickets to implement proactive solutions. - Gatekeeper for Key Contact approval process, contact verification, adding/removing licenses on behalf of clients, and quote review/approval. - Taking reactive support tickets to resolution and escalating, if needed. - Working on proactive projects, proactive maintenance, internal initiatives, or personal education when not working with clients. - Reviewing and actioning on your Brightgauge dashboard KPIs for your performance (SLA, Resolution Time, Stale Tickets, etc). - Maintaining knowledge of internal Interlaced systems and client facing technology solutions. - Managing internal/client systems improvements (PSA, RMM, MDM, SSO etc.). - Collaborating on technical automation initiatives. - Having advanced knowledge of Interlaced clients and Interlaced's service plans. - Taking technical client meetings without a manager and developing and maintaining assigned key relationships. - Keeping open lines of communication to Interlaced's Client Success Managers and your IT Support Technician Lead. - Having a deep understanding of Interlaced's project offerings and identifying areas of opportunity for Interlaced clients. - Managing or collaborating on project tasks for assigned clients. - Creating project templates or adjusting project scopes for specific Interlaced clients. - Creating recommendations for change orders when necessary. - Completing assigned training, shadowing, and identifying areas of interest for future education. - Providing training to members of your service team and new Interlaced employees. - Providing Interlaced clients with root cause analysis for emergency or sensitive service tickets. - Following and performing routine steps in client onboarding journey and/or maintenance set up. - Assisting in updating or streamlining onboarding journey when applicable. - Preserving, developing, and maintaining a strong culture that aligns with Interlaced’s mission, vision, and values. - Partnering with Interlaced leadership to guide culture. Qualifications - Minimum of 5+ years working in IT, with a focus on help desk and customer support. - Basic knowledge and proficiency in several tools including Meraki, Ubiquiti, MacOS, Windows Desktop OS, Microsoft Azure, AWS, Google Cloud Platform, Microsoft 365, Google Workspace, Slack, OneLogin, Okta, Jumpcloud SSO, SentinelOne, SPF, DKIM, DMARC, DNS Filter, Datto / Backupify, Comet Backup, BackBlaze, Zoom, Microsoft Teams, RingCentral, Addigy, JumpCloud MDM, Kandji, Microsoft Intune, Mosyle. Benefits - Starting salary between $70,000-80,000 DOE annual with quarterly bonuses. - FMLA Non-Exempt. - Medical, vision and dental benefits. - Cell phone and gym reimbursement. - 16 paid Holidays annually - 6 fixed and 10 flex. - 2 paid "Give Back" volunteer days annually. - Paid vacation and sick time. - 401k matching. - Fuel reimbursement. - Peer-to-peer bonus allowance. - New Macbook Pro, monitor, keyboard and mouse.

• Own the full lifecycle of issues: triage, diagnose, fix, and prevent high impact problems across the product. Roughly half your time is reactive (the escalation queue), half is proactive (stopping the next ticket before it's raised) • Build internal tooling that makes other teams self sufficient, especially our Technical Success team (part of R&D, there to resolve technical complexity on behalf of every customer facing team). The goal: they get what they need without waiting on engineering. Bulk operations, config changes, diagnostics, automation of anything manual and painful • Build a world-class feedback mechanism back to the product squads. You'll proactively and visibly feed what you're seeing (product pain, recurring issues, what users are actually reporting) back to roadmap teams and PMs, so it's reliably ingested and the same problems stop coming back • Make the application meaningfully faster and more performant: instrumentation, logging, monitoring, and hands on performance work. (This matters even more right now as we scale our infrastructure function) • Dent the backlog: fixing root causes, not symptoms, and removing repeat issues so net throughput keeps improving cycle over cycle • Reach for AI to make all of the above faster and better: embedding AI into the triage and feedback loop, automating toil, and unlocking the context buried in eight years of codebase and docs • Work a light weekday escalation rotation, and shipping to production independently within your first year • The scope of this team is growing fast: as the tooling gets easier to build, what we can take on keeps expanding. There's a lot of room here for someone who wants it

• Be the senior technical point of contact for enterprise customers, owning the hardest issues end-to-end and responding with clarity and speed. • Deeply use and know the product: Crews, Flows, the Control Plane well enough to resolve the majority of issues without escalating, and to spot bugs customers haven't even reported. • Reproduce, diagnose, and triage technical issues: read logs and traces, isolate root cause, and resolve directly where possible. • Own clean handoffs to engineering: when something must escalate, file a well-defined ticket with reproduction steps, context, and severity. Keep the handoff between the support and engineering systems coherent so engineers aren't re-reading threads to figure out what's being asked. • Define and own support SLAs, severity levels, and escalation paths so the loudest customer doesn't automatically become the highest priority — and continuously improve them. • Build and maintain the knowledge base, FAQs, and troubleshooting docs, and improve product docs where they make false assumptions about customer setup. • Set up structured customer onboarding so new enterprise users get to value quickly. • Close the loop: synthesize recurring issues and feedback into clear signal for product and engineering, and help set the direction support takes as it grows.