We're looking for a **Senior Technical Support Engineer** to become a technical extension of our Engineering team. This is not a traditional customer support role. You'll investigate complex API and infrastructure issues, help engineers reproduce difficult bugs, improve developer experience, build automation, and continuously raise the quality and efficiency of our technical support function. We have a strong preference for engineers who naturally integrate AI into their daily workflow—not simply as a writing assistant, but as a practical engineering tool for investigation, automation, documentation, analysis, and operational improvement. Beyond solving customer issues, you'll help build a modern, AI-native support function that scales alongside the company.** **What this person will do**Deep technical investigation** - Investigate complex platform, infrastructure, and API issues using logs, metrics, traces, dashboards, and debugging tools. - Troubleshoot REST APIs, HTTP requests, authentication, JSON payloads, SDKs, webhooks, and distributed systems. - Reproduce difficult production issues and work closely with Engineering to identify root causes and validate fixes. - Support customers during complex technical investigations, escalations, and production incidents. **Improve developer experience** - Identify recurring issues and proactively improve tooling, monitoring, documentation, and customer self-service. - Create and continuously improve troubleshooting guides, internal playbooks, developer documentation, and knowledge base content. - Help identify opportunities to simplify developer workflows and reduce customer friction. **Build scalable support operations** - Design and improve internal tooling, automations, and operational workflows. - Drive adoption of AI-assisted workflows that improve investigation speed, documentation quality, operational efficiency, and overall developer support. - Continuously improve support processes in close partnership with Engineering as the company scales.

Role Description Calero, the leading technology expense management solution for complex enterprises, is looking for a Mobility Support Specialist to work full-time. As part of Managed Mobility Services, the Mobility Support Specialist supports Calero’s corporate customers by assisting their end-users with process requests for mobility services with vendors across the world. Specialists provide 1st line, and where necessary, 2nd line support, to these end-users with requests including but not limited to: - Mobile device support - Procurement of new devices, sim cards, and other equipment - Resolving Help Desk tickets for issues such as data allowances or activations - Providing timely communications and high quality, professional customer service through a high-volume combination of live calls and chats with end-users As a specialist you will: - Provide 1st line support to end-users through high volume calls, chats, and tickets - Respond to customer inquiries and tickets and provide resolution within the contracted service-level agreement (SLA) - Update required ticketing systems continuously - Provide and maintain a high quality of service - Partner with the Service Operations Team - Adhere to specific guidelines and procedures to ensure tickets are being worked correctly to department standards and client specifications - De-escalate dissatisfied customers with professionalism, patience, and support - Escalate all issues that cannot be completed within SLAs to management as soon as possible - Meet all team metrics and goals, set by management - Perform other duties as needed upon request from immediate supervisor Qualifications - Bachelors’ degree preferred; high school diploma or equivalent required - Mobile Device and Service Support experience desired - Proficient in Microsoft Office/Microsoft 365 (Outlook, Word, and Excel) - Vast experience in working with multiple guides and applications to navigate complex ticketing and queries - Experience multi-tasking in a Tier 2 customer service environment, in which clients can submit any requests or issues utilizing various outlets, such as chat, calls, and tickets Requirements - Proficiency using and navigating multiple computer applications and systems - Strong attention to detail and commitment to accuracy - Adaptability and resilience in a fast-paced, high-volume environment - Effective time management and prioritization skills with the ability to manage competing demands - Results-oriented mindset with the ability to meet deadlines and service-level expectations - Strong interpersonal skills and the ability to work collaboratively across teams - Efficient keyboarding and data entry skills with a high degree of accuracy - Excellent verbal and written communication skills, including active listening and customer-focused interactions Benefits - The starting hourly rate for this position is $22.50 - Compensation depends on numerous factors including geographic location, skills required, experience, complexity, travel, and market rate - Calero aims to reward performance and attract top talent with competitive, fair pay and benefits - Base Pay is just one component of the total compensation package for employees - Other rewards vary by position and location

• Help customers through answering their toughest technical questions • Provide technical support to customers using email, chat, and Zoom • Handle multiple concurrent issues with varying severity, making sure that they are responded to within the established SLAs • Focus on accelerating investigations and minimizing support ticket resolution times via live Zoom calls • Troubleshoot logs to identify error/exceptions and their root cause • Act as Incident Commander during service incidents and maintain updates on the Status page • Keep updated on the latest features on the platform • Collaborate internally and improve team processes that can lead to greater efficiency and a better customer experience • Create support knowledge base articles, enablement resources, or automation workflows for commonly faced issues • Help customers realize the value with exceptional technical support • Communicate customer needs and provide product feedback to product management and engineering • Participate in internal projects and initiatives • Working hours will be on US Eastern, UK/GMT, or APAC: - 1st position: work hours 9:00 - 18:00 in UK time zone - 2nd position: work hours 9:00 - 18:00 in US EAST time zone

• Review, gather, analyze, interpret, and synthesize scientific data and technical information for the purpose of determining environmental impacts on biological resources and aquatic habitats; evaluate the proposed project effects of human activities on fishery resources, protected species, and habitat. • Write combined ESA Biological Opinions, ESA Letters of Concurrence, and MSA responses to action agencies related to their Biological Assessments for listed salmon and steelhead, designated critical habitat, and essential fish habitat under NMFS jurisdiction. • Review biological assessments, permit applications, and/or consultation initiation packages from action agencies for listed salmon and steelhead, designated critical habitat, and essential fish habitat under NMFS jurisdiction and provide feedback and technical support to action agencies. • Provide pre‐consultation technical assistance to action agencies, applicants, or their representatives in response to inquiries. Examples of feedback are sufficiency, accuracy, or completeness; requests for further information for consultation purposes; recommendation of conservation measures, compliance with technical design standards. Feedback shall occur through written or oral communications and in group meetings. • Review applications from action agencies to enroll in existing programmatic consultations and draft letters or emails to enroll applications into existing programmatic consultations. Prepare environmental documentation pursuant to NEPA. • Prepare draft incidental take permits and other necessary documentation for ESA section 10 activities. • Revise the documents based on review comments received from WCR NMFS and General Counsel staff, technical comments received from the tribes and states, and based on substantive public review comments to complete final versions of the ESA, NEPA and other associated documents. • Coordinate with NMFS fish passage engineers for reviews of proposed designs. • Coordinate with NMFS’ Science Center and other federal, state, or academic researchers in evaluating the status of species and impacts from actions. • Prepare appropriate documentation for each consultation and follow WCR protocols for quality assurance, electronic filing, and consultation tracking. • Coordinate with Project Officer or Geographic Branch Manager on assignments, work products, and project schedule. Coordination calls and meetings as necessary with WCR Team Lead(s). • Participate in WCR teams as necessary to complete the tasks in this contract. • Follow recommendations from agency staff on legal, regulatory, or technical sufficiency and compliance. • Assist in the development and implementation of mitigation banks • Prepare appropriate documentation for each consultation, status review, or permit, including assembling and managing administrative records as necessary to provide adequate and proper evidence of agency business, timely response to requests for information, and compliance with NMFS internal directives. Assist with compiling responses to Freedom of Information Act requests. • Participate in meetings with action agencies, applicants or permittees, special interest groups, state officials, and tribal representatives, as necessary.