Tier 3 Technical Support Representative Company: AssetWorks Location: United States (Remote) Employment Type: Full-time Work Arrangement: 100% Remote (U.S.) Job Description: Job Summary: At AssetWorks, the Support team provides support to our customers as well as providing support for environments that are running in-house. The team is split into three focus groups; Tier 1 Support Analysts, Tier 2 Technical Support Representatives, and Tier 3 Technical Support Representatives. All three teams collaborate to support the customer base and many of the job duties for each team overlap. With these focus groups, we provide a tiered support structure that provides not only excellent service to our customers but also the potential for growth within the department. The Tier 3 Technical Support Representative will provide help desk application and technical assistance to the internal/external customers that are escalated from Tier 2. This will include handling escalations, including communicating issues and enhancements to varying teams and departments. In addition to the AssetWorks products, you will work with third party systems such as Oracle and MSSQL databases, web servers, mobile devices, printers, tablets, and Crystal Reports. The position will include performing installs and upgrades both internally and for our customers. Job Description: Essential Duties and Responsibilities: - Perform upgrades and installs for on-prem and Hosted customers - Maintain hosted environments for customers and internal departments - Maintain rapport and a high level of customer satisfaction - Leverage various platforms to communicate with customers and employees including Teams,WebEx, Phone, email, and Zendesk - Provide installation/configuration support of third-party applications including IIS, MSSQL, Oracle,ElasticSearch, and Crystal. - Provide installation/configuration support of AssetWorks software applications in-house and in customer environments - Resolve clients' application questions or problems in the areas of database, system configurations/setup, product functionality, and business enhancements - Qualify, troubleshoot, investigate, and respond to customer support tickets,escalating to development - Manage escalated tickets according to priority and keep the customer updated along the process - Create knowledge base entries for customers, internal staff, and AI tools - Provide initial support for database inquiries - Troubleshoot high-level network issues - Analyze Log Files from AssetWorks software as well as third-party tools and utilities - Involvement in any additional follow-up testing and troubleshooting - Provide after-hours support on a rotating, scheduled basis - Perform after-hours installations and upgrades as - Mentor and train internal staff to promote skill development and knowledge sharing - Provide input on support tickets to prioritize for each major release cycle - Communicate completion status of installations and upgrades to customers - Collaborate with Customer Success Managers (CSMs) and cross-functional teams to address escalated customer issues - Document escalated tickets, including detailed root cause analysis - Utilize AI tools to support troubleshooting and issue resolution Worker Type: Regular Number of Openings Available: 1

Ground Systems and Software Engineer Support Tactical – Mid Location: Fort Liberty, North Carolina Work Arrangement: Hybrid (Telework authorized when approved) Employment Type: Full-Time Salary: $94,160–$117,700 annually Job Description The annual base salary range for this position is $94,160-117,700. Please note that the salary information is a general guideline only. At Sawdey Solution Services, we recognize that attracting the best talent is key to our strategy and success as a company. We will consider several factors when extending an offer to an applicant. These factors include (but are not limited to) the position, associated responsibilities, work experience, education, related training, and related skills. Telework/Work-from-Home Authorized: Yes – When Authorized/Hybrid About the Role: The Tactical Systems Engineer – Mid provides on-site technical and analytical support to USASOC Ground units in support of mission planning, execution, and post-mission activities. This role ensures the operational readiness and availability of classified and unclassified mission planning systems supporting combat and contingency special operations. The engineer will administer mission planning environments, provide GIS and geospatial support, maintain secure and non-secure networks within planning facilities, and deliver user training to operational personnel. Success in this position requires experience operating within classified DoD environments, supporting time-sensitive operational timelines, and enabling mission planning capabilities in dynamic and high-demand settings. - Administer and maintain classified and unclassified mission planning systems, including installation, configuration, updates, system imaging, testing, and end-user support. - Provide GIS, mapping, and imagery support by managing geospatial datasets, performing geo-registration, maintaining map servers, and producing mission-specific digital map products. - Manage and troubleshoot secure and non-secure LAN environments within mission planning facilities, performing diagnostics, fault isolation, and remediation. - Support mission planning system setup and teardown for exercises and operational deployments. - Integrate hardware and software updates, perform configuration management, and conduct operational testing to ensure system readiness and compatibility. - Deliver user training and technical instruction using a train-the-trainer methodology; develop training materials and conduct both formal and informal sessions. - Maintain high system availability aligned with operational timelines and unit readiness requirements. - Travel domestically and internationally in support of operational and training missions occasionally on short notice. Additional Responsibilities Include, but are not Limited To: - Assist with proposal development, as required. - Perform other duties as assigned. Required Experience: - Minimum of five (5) years, within the last eight (8) years, supporting Special Operations Forces (Special Forces Group, Civil Affairs, MISO, Ranger Regiment, or equivalent SOF organization). - Minimum five (5) years of experience supporting mission planning computer systems, communications systems, mission equipment, and unit mission planning for peacetime and wartime special operations. - Minimum seven (7) years of total experience supporting DoD mission planning environments, navigation systems, or operational planning systems. - Experience supporting classified and unclassified communications systems and mission equipment. - Working knowledge of LAN administration, including troubleshooting switches, network connectivity, and domain-based environments. - Experience supporting GIS, mapping, or imagery-based mission planning tools. - Experience performing system imaging, configuration management, and mission system setup/teardown procedures. - Familiarity with the assigned component’s tactical Standard Operating Procedures (SOP) and mission guides. Desired / Preferred Experience: - Experience applying DoD cybersecurity policies, including STIG implementation and RMF-aligned compliance requirements. - Experience administering Windows-based mission planning systems within SIPRNET and NIPRNET environments. - Experience supporting USASOC, Special Forces Groups, or other SOF ground units. - Familiarity with customer-specific mission planning and execution applications. - Experience supporting TAK (ATAK/WinTAK/TAKServer) in ground mission planning environments. - Experience supporting ISR integration, geospatial data feeds, or sensor-enabled mission planning tools. - Experience providing field support during operational deployments or exercises. - Familiarity with virtualization technologies (VMware, Hyper-V). - Experience producing custom digital cartographic products for operational use. - Working knowledge of Linux operating systems. - Experience with MANET networks. Education Requirements: - Bachelor’s degree in Computer Science, Information Systems, Engineering, or related technical discipline; OR Technical School certification related to computer systems; OR equivalent combination of technical training and operational experience directly aligned to mission planning support duties. Certificate, License, and Registration Requirements: - Required: DoD 8570/8140 IAT Level II certification (e.g., Security+ CE) must be obtained within six (6) months of hire if not already held. - Highly Desired / Preferred: A+ CE, CCNA – Security, Network+, or SSCP. Other Required Skills & Abilities: - Strong written and verbal communication skills and ability to interface directly with government stakeholders. - Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). - Ability to develop cross-domain proficiency across Operations, Intelligence warfighting functions, and Tactical Mission Planning domains to support surge and crisis response requirements. Security Clearance Requirements: Secret Clearance but be eligible for Top Secret/SCI Clearance US Citizenship Requirements: This position supports a U.S. Government Contract whose terms require Sawdey Solution Services to staff it only with U.S. Citizens.

• Serve as Level 2 technical support for Netshow.me clients and users, assisting with the resolution of questions, incidents and technical issues related to our platforms, video services, live streams and digital solutions. • Perform technical triage of incoming requests via tickets, email, chat, WhatsApp or other support channels, identifying the probable cause, customer impact, urgency and required next steps. • Diagnose and resolve issues related to usage, configuration, access, streaming, video playback, performance, integrations and other technical topics related to the company’s services. • Reproduce issues reported by customers, collecting evidence such as screenshots, videos, URLs, timestamps, browser, device, network, encoder and player data, logs and other information necessary for analysis. • Guide customers and users with clear, concise and accessible instructions, ensuring technical communication suited to each interlocutor’s level of knowledge. • Act as a technical point of contact for the Customer Success team, assisting in qualifying questions, analyzing problems, defining next steps and advising on best practices for platform use. • Escalate to Product or Engineering only properly qualified requests, including technical context, evidence, impact, priority, reproduction steps and a preliminary analysis. • Follow up on escalated tickets, maintaining constant communication with the involved teams and ensuring visibility on status, next steps and estimated resolution timelines. • Support the technical sustainment of events, live streams and critical operations by contributing to preparation, monitoring, troubleshooting and incident response when necessary. • Log, track and update support tickets, ensuring a complete history, appropriate communication with the customer and timely case closure. • Contribute to the creation and maintenance of playbooks, internal procedures, knowledge base articles and user help center content. • Identify recurring questions, issues and improvement opportunities, consolidating technical feedback for Product, Customer Success and Engineering teams. • Participate in post-incident analyses, when applicable, contributing to root cause identification, corrective actions and improvements to support and sustainment processes.

• Execute all core responsibilities professionally and to a consistently high standard • Manage your workload effectively and meet all agreed targets and deadlines • Communicate proactively and clearly with internal teams and external stakeholders • Maintain accurate records and documentation in all systems • Contribute to team improvement initiatives and best practice sharing • Represent the organisation professionally at all times