• Lead, coach, and develop a team of Technical Support Engineers and/or Specialists, providing clear performance expectations, regular feedback, and career development support. • Manage day-to-day support operations, including queue health, case quality, escalation handling, staffing coverage, and SLA adherence. • Serve as a point of leadership escalation for high-priority customer issues, helping the team drive timely resolution and clear communication. • Build strong partnerships with Engineering, Product, Customer Success, and other internal stakeholders to improve issue resolution, bug escalation, and customer outcomes. • Establish and refine support processes, workflows, runbooks, and escalation paths that improve consistency, efficiency, and customer experience. • Use support metrics and qualitative insights to identify trends, remove friction, and drive operational improvements across the support organization. • Ensure the team is equipped to troubleshoot issues involving integrations, APIs, SSO/SCIM, cloud providers, and platform workflows. • Partner with leadership on hiring, onboarding, workforce planning, and organizational design as the team scales. • Review customer escalations, incident patterns, and support feedback to surface product gaps, tooling needs, and enablement opportunities. • Foster a culture of accountability, empathy, technical excellence, and continuous improvement.

Role Description We’re looking for a customer-centric, technically savvy Support Engineer to be the front line of our customer experience. In this role, you’ll work on cases, ensuring timely, empathetic, and effective responses to customer inquiries. You’ll act as the voice of the customer, collaborating closely with Product and R&D teams to surface and prioritize feedback, bugs, and feature requests. Beyond day-to-day support, you’ll own and evolve our support documentation, contribute to onboarding and training efforts, and identify opportunities to streamline workflows and improve the overall customer journey. This role is ideal for someone who loves problem-solving, thrives in a fast-paced SaaS environment, and is passionate about delivering high-quality support that drives customer success. - Monitor the Technical Customer Support Queue: Manage the incoming support tickets and inquiries through our ticketing system, ensuring timely responses and resolutions that meet or exceed defined SLAs. - Collaborate Cross-Functionally: Partner closely with R&D and Product to escalate and prioritize bugs, FRs, and UX improvements—acting as the customer advocate throughout. - Customer Communication: Provide clear, consistent updates to customers on the progress of their requests, issues, and feedback. - Build and Maintain Documentation: Create and continuously improve self-service resources, such as FAQs, how-to guides, and troubleshooting documents, to empower customers and reduce ticket volume. - Track and Report Metrics: Own key support KPIs such as time-to-response, resolution rate, and customer satisfaction; identify patterns and opportunities for process improvement. - Enable Customer Success: Assist in delivering training sessions, onboarding materials, and support for customer education initiatives. - Optimize Support Processes: Identify bottlenecks in support workflows and drive solutions that improve speed, quality, and efficiency. Qualifications - 3–5 years of experience in a customer-facing technical support or engineering support role, ideally in a SaaS environment. - Strong troubleshooting and problem-solving skills across web-based applications and integrations. - Familiarity with REST APIs. - Proficiency in networking concepts and protocols. - Experience in browser dev tools. - Proficiency in SQL. - Proficient in empathetic communication, with the ability to effectively translate technical issues into clear and understandable explanations for diverse audiences. - Familiarity with ticketing systems (e.g., Zendesk, Jira) and knowledge base tools (e.g., Notion, Confluence). - Familiarity with Kibana is a plus. - Scripting is a plus. Benefits - Flexible PTO - Health insurance plans (medical, dental, vision) - Monthly stipend for phone and internet - 401k - Flexible spending account - Home office stipend when joining - Access to frontier AI models, including Claude Company Description Our Mission: To stop the exploitations of vulnerabilities, everywhere. What makes us different: Zafran de-risks 90% of critical vulnerabilities overnight across your hybrid environment and uses your existing security tools to rapidly mitigate and remediate the 10% most likely to be exploited. Who’s behind us: Zafran is backed by Sequoia Capital, Cyberstarts, and a deep belief that cybersecurity should move as fast as attackers do. We’re one of the fastest-growing companies in the industry, scaling to meet demand from the world’s most advanced, security-obsessed organizations. We’re serious about our mission- so expect work that matters, teammates who challenge and inspire you, and plenty of fun along the way!

Role Description Sharp Solutions, Inc has an immediate need for a Tier I Level II Technician in the Lakewood/Denver Colorado areas for a new contract Task Order for the United States Geological Survey. The ideal candidate is a self-starter with excellent analytical and problem-solving skills, flexibility, good judgment, ability to work through challenges with all types of customers, and has the ability to work within a diverse team and deliver on site or via a remote location. Job Responsibilities - Receive, diagnose, distribute, and track the status of service requests for assistance regarding any service the USGS has (IT related and Non-IT Related) via the provided Service Desk support management tool (currently Remedy). - Follow Information Technology Infrastructure Library (ITIL), Knowledge-Centered Support (KCS), HDI best practices and established procedures and processes. - Provide End User Support including Desktop support services that cannot be resolved remotely by Tier I. Routine Duties/Job Requirements: - Install, upgrade, and maintain application software for all USGS equipment in accordance with SOPs. - Ensure the latest antivirus software versions and updates are installed and actively running on all USGS PCs and laptops. - Create and maintain baseline computer images in compliance with organizational policies and SOPs. - Deploy software using tools such as Active Directory Group Policy Objects (GPO), scripting, System Center Configuration Manager (SCCM), IBM Endpoint Manager (IEM), and other deployment solutions. - Provide desktop-level technical support for hardware and software issues across the USGS user community. - Configure, test, install, and troubleshoot printers, scanners, and network copier/printers. - Install, manage, and support desktop and laptop operating systems, including Windows 10 Professional and Apple macOS Catalina. - Provide mobile device support for iOS devices (iPhone, iPad) and Android devices. - Ensure all PCs and laptops are updated with the latest approved BIOS versions and security patches. - Perform remediation procedures in response to identified security vulnerabilities. - Implement and manage print and file server configuration changes. - Maintain file share structures and manage permissions for end-user data access. Qualifications - 2 years of related experience. - Experience must include working with Microsoft Windows 7/10, Apple/iOS, and Android devices. - Experience using O365 Mail, Calendar, and OneDrive. - Excellent problem-solving skills including the ability to provide diligent, prompt, and courteous responses to customers. - Strong written and oral communication skills and ability to talk to anyone across an organization. - Analytical skills and be a creative self-starter with the ability to work both independently and as a team player. - Demonstrated leadership, mentoring, team coordination, or supervisory experience in a Service Desk, Help Desk, Desktop Support, or End User Support environment is highly desirable.

• Supports the development, review, and execution of contract agreements by providing detailed analysis, coordination, and operational expertise. • Partners with sales, account management, legal, and finance to ensure contracts are accurate, financially sound, and aligned with business objectives. • Analyzes pricing and contract terms and manages approval workflows. • Identifies risks or inconsistencies and drives timely contract execution. • Develops reporting and insights to improve contracting efficiency and ensures compliance with internal policies. • Recommends process improvements to streamline deal execution and support revenue growth. • Performs other duties as needed.