Role Description We're looking for a Technical Support Engineer to join our global Support team. In this role, you'll be the first point of contact for technical support requests, helping customers resolve complex issues while ensuring the reliability of the IXOPAY platform. - Own customer support cases from initial triage through resolution across web, email, and phone channels. - Serve as the Designated Support Engineer (DSE) for strategic customers, providing timely and proactive technical support. - Troubleshoot and resolve technical issues by reproducing bugs, analyzing logs, and investigating complex application behaviour. - Monitor platform health and respond proactively to system alerts and operational issues. - Meet support SLAs by providing timely, accurate, and professional customer communication. - Partner with Product, Engineering, Operations, and Customer Success teams to resolve issues and improve the customer experience. - Escalate complex issues with clear diagnostic information and thorough documentation. - Create and maintain knowledge base articles to improve team efficiency and customer self-service. - Participate in a bi-monthly on-call rotation to support critical after-hours incidents. - Manage multiple priorities while maintaining a high standard of customer service. Qualifications - 3+ years of experience in a technical support, application support, or software support role. - Experience supporting SaaS applications in a customer-facing environment. - Strong troubleshooting, debugging, and problem-solving skills. - Working knowledge of APIs, JSON, networking fundamentals, and log analysis. - Experience using SQL or similar reporting/query tools to investigate technical issues. - Excellent written and verbal communication skills in English. - Ability to quickly learn complex technical systems while managing multiple priorities. Requirements - A degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience. - Experience working with enterprise ticketing and web-based support platforms. - Experience supporting payment, FinTech, or other mission-critical software platforms. Benefits - Competitive salary and benefits - Professional growth and development opportunities - A collaborative, supportive team culture - Medical, Dental, and Vision Insurance - Flexible Spending Account (FSA) and Health Savings Account (HSA) - Employer-paid Life, AD&D, Short-Term Disability, and Long-Term Disability Insurance - Unlimited Paid Time Off and Paid Holidays - 401(k) Plan with Employer Match

• Lead and coordinate technical implementations and escalations across customer environments and internal teams • Own and optimize system integrations across Windows and Linux environments • Troubleshoot multi-layered issues spanning systems, networks, browsers, and interfaces — ensuring timely resolution and clear communication • Drive infrastructure scaling initiatives (e.g., user growth, environment migrations, performance optimization) • Ensure thorough technical documentation, handoffs, and post-incident reviews to strengthen team knowledge and prevent recurrence • Identify recurring technical challenges and proactively collaborate with Product and Engineering on long-term solutions

• Build, configure, and maintain outbound campaigns in Five9 (Preview, Power, Progressive). • Monitor campaign KPIs daily, flagging performance issues and driving fixes. • Troubleshoot dialer, routing, and agent setup issues in real time. • Execute and maintain branded caller ID, call masking, and spam mitigation (via 448 Connect, OutboundIQ, Numeracle). • Lead client review meetings – prepared, professional, and followed up with actions. • Ensure client delivery stays within contracted hours and margins. • Take ownership of client success, Creating effective strategies and solutions to increase client performance, lead and manage projects to completion and create measurable improvements in client metrics. • Advise proactively on connect rate strategy, pacing logic, and lead management. • Run daily internal project reviews to track progress, ownership, and accountability. • Document configurations, flows, and processes for knowledge sharing. • Support auxiliary systems (Retriever, OutboundANI, Salesforce, RingCentral). • Test and QA new campaigns or configurations before deployment. • Act as primary contact for assigned clients, building trust and solving problems before they escalate.

Title: ERP Technical Support Engineer Location: merrimack United States Job Description: About Re:Build Manufacturing Re:Build Manufacturing is a growing family of industrial and engineering businesses combining enabling technologies, operational superiority, and strategic M&A to build America's next generation industrial company. At Re:Build we deploy deep expertise in engineering, operations management, and technology to supercharge the performance of our member companies. We leverage deep professional expertise and a candid, principled operating culture to drive differentiated outcomes. Ours is a fast-paced environment where individuals can stretch and be challenged to pursue their fullest potential. Re:Build was founded to pioneer a profitable model for the revitalization of US manufacturing. We've assembled a powerful set of complimentary capabilities and lines of business that enable us to pursue a wide range of end markets. Our acquired businesses are grounded in build-to-print and by-the-hour engineering and design services, and we're leveraging their combined expertise to migrate to increasingly sophisticated program development and production, as well as the generation of our own products. Our unique set of capabilities lend themselves to highly complex systems and products, and we offer customers a range of services including product and systems design, automation, fabrication, assembly, and large volume contract manufacturing. Our customers span a wide array of industries including aerospace, defense, mobility, healthcare, pharma, biotech, clean tech, chemicals, energy, lifestyle, food production, and industrial equipment. Who we are looking for We're seeking an ERP Technical Support Engineer to support our Infor CloudSuite Industrial (CSI) ERP System. This role will support all technical aspects of our ERP ecosystem, including sites where Infor CSI is implemented and implementation of new sites. This role will develop, test, and support technical solutions to ensure that business goals are met. This role will interact and collaborate with many team members to deliver the proper ERP services using voice of customer. Typical interactions include power users, functional leads, project managers, technical and support team. What you get to do! - Deliver ERP system solutions to meet our business goals (solutions typically span system & security configurations, reporting, DataViews, DO, Data Lake, Forms, document & label printing/scanning, integrations, data loads, data synchronization, disaster recovery & business continuity, etc.) - Understand and analyze all business requirements, i.e. functional, performance, availability, security, etc. - Design ERP system solutions to meet requirements; participate in design reviews - Configure and develop system solutions per design specifications, participate in code/configuration reviews - Perform and assist in all required testing and remediation (unit, integration, system, user acceptance, etc.) to meet requirements - Develop proper deployment packages to be deployed to appropriate target systems (within guidelines of segregation of duties) - Provide proper ERP support, training, and maintenance: - Provide ERP-related support (mainly Tier 3, but Tier 1 & 2 as necessary) for deployed solutions; provide proper troubleshooting to resolve complex issues to keep our business optimally running, keeping collaborators informed with regular status updates as needed - Ensure proper monitoring and alerting for ERP related solutions - Create and maintain system documentation/user guides; deliver training as needed - Perform regular system updates & patching, where applicable - Ensure data quality and integrity - Identify, contribute, and implement continuous improvement opportunities, including system optimization, processes, and self-performance - Collaborate, mentor, and work with other teams to ensure all work is done with a systems approach and a one team mentality - Finish the proper documentation, i.e. design, configurations, ticketing, work updates - Provide timely and accurate estimates to complete work and updates on status of work - Deliver all work within service level agreements/commitment goals and quality goals, following all company processes and policies - Automate work via scripting and other methods - Travel to Re:Build sites, as needed - Other tasks, as assigned What you bring to the Team - Solid experience and demonstrated success with Infor CloudSuite Industrial (CSI) and related technologies, including, but not limited to: - CSI System Administration, Infor OS, multi-tenant SaaS CSI & prior Syteline 10 - Enhancements, Customizations, Implementations - CSI Mongoose development, integration/APIs/ION, Forms development, Workflows - Reporting, Infor Data Views, Infor Data Lake, IDOs, underlying data and structure, data warehouse, SQL, environment cloning - Microsoft .NET, SQL Server - Web Development ASP.NET/MVC, Web Services/WEB APIs, HTML, JavaScript and jQuery - Strong working knowledge of the business processes (finance, purchasing, manufacturing, etc.) supported by CSI - Solid experience and demonstrated success with delivering solutions to end users using industry guidelines: - Analysis, design, development/configuration, testing, and support - Agile/Scrum - Structured deployment across non-Production and Production environments - UI/UX best practices, especially across stationary and mobile computing devices (like using responsive design) - Deep experience and ability to effectively work with both end users (non-technical) and technical team members - Working knowledge and demonstration of security protocols - Demonstrated ability to learn new technologies and apply quickly in a beneficial way Preferred knowledge and experience in the following: - Microsoft Power Platform and Power BI - Basic networking - ITIL processes - Manufacturing environments and Lean Manufacturing processes - ITAR, EAR, CMMC, CUI, & similar regulations/frameworks for information control Education and/or Experience: - Bachelor's Degree or equivalent experience in Information Technology (or related field) - 5 plus years of hands on experience, specifically working as a CSI/Syteline Developer is required Location Requirements: Onsite: Merrimack, NH Work Week: Hybrid 3 days in / 2 days remote at any of the following Re:Build locations. The BIG payoff We are a company who is going to make a difference in the industries and the communities in which we choose to operate. Every employee of Re:Build will share ownership in the company and will share in the financial rewards of the success we achieve together, at all levels of the company! We want to work with people that reflect the communities in which we operate Re:Build Manufacturing is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, marital status, parental status, cultural background, organizational level, work styles, tenure and life experiences. Or for any other reason.