• Troubleshoot private cloud deployments based on OpenStack, Kubernetes, Mirantis Container Runtime (MCR), and related cloud technologies, detecting, reporting, and resolving complex issues across the stack. • Provide high-tier support for critical product issues escalated by peers or management, including leading high-severity incident calls and coordinating resolution efforts across multiple teams. • Act as a shift-level technical leader, maintaining awareness of platform health, responding to alerts, and proactively managing emerging issues within customer environments. • Perform cluster upgrades and lifecycle operations as new releases become available, ensuring minimal disruption and clear communication throughout the process. • Communicate urgently, clearly, and in detail with customers during incidents, providing accurate status updates and guiding them through troubleshooting and resolution. • Own escalations end-to-end by routing issues to the appropriate teams, including OpenStack, Ceph and storage, networking, hardware, and infrastructure, while maintaining accountability and follow-through. • Lead incident management efforts by structuring outage calls, distinguishing root cause from contributing factors, documenting findings, and driving corrective actions to completion. • Reproduce customer issues in internal lab environments, validate defects, and provide detailed diagnostics and reproduction steps to development teams. • Work closely with engineering teams to review customer issues, suggest improvements, identify potential product defects, and track fixes through delivery.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description In this role you will partner with stakeholders to analyze business needs and processes, configure and optimize Coupa (including approvals and integrations), manage system updates and enhancements, and document requirements, designs, and testing deliverables. - Collaborate with stakeholders to gather requirements, evaluate business processes, and design, test, and deploy system solutions. - Configure Coupa settings and approval workflows to align with organizational needs. - Investigate and resolve integration issues between Coupa and the finance system by researching and developing effective solutions. - Oversee Coupa system updates, assess new feature releases, and implement applicable enhancements. - Prepare and maintain project documentation, including requirements specifications, design documents, and test results. - Assess user needs to define both functional and cross-functional requirements. - Conduct functional decomposition to determine necessary tasks and their interdependencies. - Identify and allocate resources required to successfully execute each task. - Provide daily oversight and guidance to support staff. Qualifications - Bachelor’s degree in Computer Science or a related IT field, or equivalent professional experience. - Minimum of 10 years of experience managing and supporting the full Software Development Life Cycle (SDLC) across task order applications and technologies. - Proven ability to configure, implement, test, and document solutions within the Coupa application and its analytics tools. - Experience conducting regression testing for Coupa applications and related integrations during system releases. - Strong work ethic with excellent communication and organizational skills. - Demonstrated experience integrating Coupa with finance systems and applications. Benefits - Our Commitment to You - We offer competitive pay, multi-year projects, and a list of exciting clients. - Work-Life Balance - We work hard; we work smart and have quality time for family and "life." - Golden Rule - We treat our consultants the way we want to be treated: with integrity, professionalism, and trust. - We Care About You – We help you meet your career goals and continuously support your efforts in the field. Company Description The Squires Group, Inc. is an Equal Opportunity/Affirmative Action Employer.

• Become an expert on Samsara’s product portfolio of complete Internet of Things (“IoT”) solutions combining hardware, software, and cloud to bring real-time visibility, analytics, and AI to operations across multiple industries. • Use your technical knowledge and product expertise to troubleshoot and resolve customer issues with medium to high complexity. • Respond to customers and resolve their inquiries in a timely and helpful manner with a primary focus on meeting our SLA goals. • Partner with Enablement to author and maintain customer-facing knowledge base articles to help improve the self-serviceability for our end users. • Work closely to develop partnerships with our Engineering and Product teams in order to reproduce bugs and build testbeds as necessary. • Provide direct feedback to Support Management for product and process improvements to help enhance the customer experience. • Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.

• Primary Interface to Technical Support • Escalation path from Field Service • First level response to CBP customer within 1 hour per contractual SLA, providing basic technical support via phone or email • Provides assistance to Field Service technicians via phone support when needed • This will include part number look up and troubleshooting • Supports products in the Americas (North, Central and South America along with the Caribbean) • Support Field Service Teams to help achieve SLA Requirements • Help drive continuous improvements to optimize system performance • Responsible for Critical Part reviews and approvals for spare part orders from Field Service. • Proactively provide inputs to Product Support Senior Technical Support members for Documentation Updates and Equipment improvements. • Assesses Product/Equipment performance based on advanced diagnostic techniques, experience & support data. • Properly documents all troubleshooting recommendations/actions in our CRM System in a timely basis. • Document asset configuration specifics in CRM based on the latest changes and obsolescence reports • Work with CBP to ensure all site drawings and ancillary equipment documentation are up to date • Maintains clear and concise business communication proficiency, both oral and written. • Travel, overtime and work hours other than Monday-Friday are required. • Must be able to be a part of an On Call Support Rotation for after hours, weekend and holidays. • Work well with peers from various backgrounds to build effective work relationships. • May travel to site to assist customer and/or field service with technical issues up to 25% of the time • May provide Operator and Technical Training to internal and external customers as required.