Role Description Delaney Computer Services (DCS) is seeking an experienced MSP Support Technician to join our growing team. This is a fully remote position supporting clients throughout the United States from your home office in Florida. Most of your day will be spent: - Troubleshooting client issues - Responding to support requests - Working on projects - Helping businesses keep their technology running smoothly We are looking for someone with real-world IT experience who can: - Work independently - Manage multiple priorities - Take ownership of issues from start to finish The ideal candidate is comfortable: - Supporting users remotely - Troubleshooting complex technical problems - Communicating directly with clients - Making informed decisions without requiring constant supervision Success in this role requires: - Initiative - Accountability - Professionalism - A strong desire to solve problems What You'll Do: - Technical Support - Provide remote support for end users across multiple client environments - Troubleshoot Microsoft 365, Windows, networking, hardware, software, and business application issues - Resolve technical issues efficiently while maintaining excellent customer service - Take ownership of tickets from initial contact through resolution - Client Support - Support clients remotely through phone, email, and remote access tools - Assist users with deployments, upgrades, migrations, and day-to-day technical issues - Work directly with clients in professional business environments - Build strong relationships through exceptional customer service - Projects & Infrastructure - Assist with server, network, and cloud projects - Participate in Microsoft 365 migrations, workstation deployments, and infrastructure upgrades - Install and configure business technology solutions remotely - Document work performed and maintain accurate records - Proactive Support - Monitor client environments and respond to alerts - Perform system maintenance and routine administrative tasks - Identify recurring issues and recommend improvements - Assist in maintaining secure and reliable client environments Qualifications - Strong knowledge of desktops, networking, Microsoft 365, and end-user troubleshooting - Experience working for an MSP preferred - Experience with VoIP, VPNs, Microsoft 365, and remote support tools - Strong customer service and communication skills - Ability to work independently and solve problems in a fast-paced environment - Reliable high-speed internet and dedicated home office - Must reside in Florida - Flexible schedule with availability for some evenings, weekends, and holidays Benefits - 401 (k) plan with company match of up to 4% - Paid time off - Company profit-sharing - Company-sponsored dental and vision coverage - Optional supplemental life, disability, and accident insurance available through payroll deduction - Pet insurance for one eligible cat or dog - Access to a dog-friendly office for eligible employees and approved pets

• Onboard new integrations • Partner with restaurant brands and third-party vendors to onboard new API integrations end to end. • Test integrations during onboarding and throughout software development cycles. • Document integration processes, configurations, and common failure modes so the whole team benefits. • Investigate and resolve issues originating in API processes — reading logs, tracing requests, and reproducing errors to find root cause. • Interpret and debug data across JSON, XML, and GraphQL payloads. • Escalate and collaborate with engineering when an issue needs a code-level fix, with clear, well-documented reproduction steps. • Provide technical training to internal teams and external partners as needed. • Translate technical detail for non-technical stakeholders — and business context for technical ones. • Work alongside Project Managers, Implementation Consultants, Trainers, and Technical Leads, and support the broader company on cross-functional issues when needed. • Engage regularly with clients and vendors across North America via email, video conferencing, and screen sharing. • Identify and act on opportunities for your own learning and engagement as our integrations and tooling evolve.

• Lead and develop a team of Technical Support Specialists, fostering a culture of accountability, growth, and customer obsession. • Ensure the team consistently delivers fast, thoughtful, and technically sound support while maintaining high customer satisfaction. • Partner with the team to resolve complex customer issues, working closely with Product and Engineering to drive timely resolutions and improve the customer experience. • Represent the voice of the customer across the company, surfacing feedback and identifying trends that inform product and operational decisions. • Build scalable systems, workflows, and support processes that reduce friction, improve quality, and enable the team to grow effectively. • Collaborate with Product, Engineering, Marketing, and Operations to improve customer outcomes and contribute to the product roadmap. • Own team performance, reporting on key support metrics and driving continuous improvement.

• Partner with the Head of Payroll to challenge, shape, and deliver features that align with SAMpeople's strategic business goals. • Define clear problem statements and hypotheses based on payroll stakeholder feedback and regulatory research, ensuring every initiative delivers measurable value. • Proactively map and manage functional cross-team dependencies to keep development cycles running smoothly and risk-free. • Decompose high-level strategic initiatives into detailed user stories, comprehensive functional specifications, and rigorous acceptance criteria. • Document complex current and future-state workflows using data flow diagrams, sequence diagrams, and process models. • Establish precise business rules, data validations, and error-handling scenarios to guide the engineering team toward robust, high-quality technical builds. • Validate the technical feasibility of potential solutions early by partnering with Engineering and Product Design to isolate architectural assumptions and risks. • Audit and align product requirements with strict data protection regulations and industry-standard payment security frameworks (including PCI compliance). • Coordinate iterative development cycles alongside the Head of Payroll, actively driving agile ceremonies to optimise team delivery velocity. • Triage escalated bugs, complex functional queries, and high-priority business issues as the primary technical point of contact. • Partner with the Head of Payroll to strike the perfect balance between maintenance work, technical debt, and exciting new functional enhancements.