• Support mission requirements for developing, integrating, and sustaining a scalable data ecosystem. • Manage global authentication support operations, ensuring efficient troubleshooting of user access issues related to IAM, security policies, and cloud authentication systems. • Develop and enforce Service Level Agreements (SLAs) for response times, ticket resolution, and escalation procedures. • Coordinate help desk workflows using IT service management (ITSM) platforms such as ServiceNow or JIRA, ensuring structured ticket tracking and reporting. • Provide technical support for CAC authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access control policies. • Submit the Help Desk Performance & Support Metrics Report, detailing ticket resolution rates, user support trends, and SLA adherence.

Role Description We're looking for exceptional Technical Customer Support Specialists to join a rapidly growing international technology company committed to delivering an outstanding customer experience. This is not a traditional call center role. We're looking for people who genuinely enjoy helping others, are naturally curious, technically confident, and can explain technical concepts in a calm, simple, and reassuring way. If you have experience supporting mobile devices, telecommunications, service desks, ISP support, mobile carriers, or technical customer service, we'd love to hear from you. This position is approximately: - 60% Technical Support - 40% Customer Service You'll assist customers with a variety of technical and account-related questions while creating an exceptional customer experience across every interaction. You'll troubleshoot issues, guide customers through solutions, investigate problems, and build lasting customer relationships through empathy, patience, and outstanding communication. What You'll Do - Provide technical support via phone, email, and other customer channels - Troubleshoot mobile device, SIM card, network, connectivity, and account issues - Assist customers with activation, setup, subscriptions, billing, and service questions - Explain technical concepts in a simple, easy-to-understand manner - Research complex issues using available resources - Document customer interactions accurately - Escalate advanced technical issues when required - Deliver an outstanding customer experience with empathy and professionalism Requirements - 2+ years of customer service or technical support experience - Experience in telecommunications, mobile networks, service desk, ISP support, device support, or similar technical environments - Strong troubleshooting and problem-solving skills - Excellent written and spoken English - Outstanding customer service skills - High emotional intelligence and empathy - The ability to remain calm while handling complex customer situations - Strong attention to detail - Comfortable working independently in a remote environment Benefits - Company-provided equipment - Fully remote position - Weekly USD payments - Competitive rate of $6.50 USD per hour - Work with an international team - Supportive, people-focused culture - Opportunity to grow with an expanding organization Hiring Process - Resume review - Prescreen questionnaire - One-way video interview - Live interview - Final interview - Offer Please note: Only candidates who complete both the prescreen questionnaire and the one-way video interview will be considered for this role and progress in the hiring process. Bonus Experience - Mobile carrier support - SIM activation - Network troubleshooting - Android or iOS support - Help Desk / Service Desk - Zendesk - Shopify - Slack

• Manages a small team of junior and intermediate architects • Liaises with business units to define IT architecture • Plans components of architecture against sprint timelines • Supervises root cause analysis and resolution of incidents

• Support implementation and configuration of EA tools (LeanIX, Ardoq, etc.). • Maintain and enhance EA repositories (applications, capabilities, technology, integrations). • Ensure data accuracy, consistency, and adherence to metamodels and taxonomy. • Support integration with CMDB, BPM, and enterprise systems. • Develop dashboards, reports, and metrics for decision-making. • Support development of architecture artifacts (capability maps, application landscapes, roadmaps). • Assist in Architecture Review Board (ARB) processes and compliance tracking. • Contribute to application portfolio management and rationalization initiatives. • Work with APIs and integration patterns to improve EA tool interoperability. • Communicate insights to stakeholders in a clear and structured manner.