• Respond to and resolve a high volume of IT support requests via phone, email, or chat, including password resets, software installations, and hardware troubleshooting. • Diagnose and resolve basic hardware and software issues, including operating system problems, connectivity issues, and user account management. • Utilize and contribute to the internal knowledge base for common issues and solutions. • Create, update, and close support tickets in the IT ticketing system, ensuring accurate documentation of all issues and resolutions. • Provide excellent customer service with a positive and professional attitude. • Troubleshoot and resolve customer complaints or concerns effectively. • Meet or exceed performance metrics including call handling time, quality assurance, and other assigned KPIs. • Perform other duties as assigned.

• Respond to and resolve a high volume of IT support requests via phone, email, or chat, including password resets, software installations, and hardware troubleshooting. • Diagnose and resolve basic hardware and software issues, including operating system problems, connectivity issues, and user account management. • Utilize and contribute to the internal knowledge base for common issues and solutions. • Create, update, and close support tickets in the IT ticketing system, ensuring accurate documentation of all issues and resolutions. • Provide excellent customer service with a positive and professional attitude. • Troubleshoot and resolve customer complaints or concerns effectively. • Meet or exceed performance metrics including call handling time, quality assurance, and other assigned KPIs. • Perform other duties as assigned.

• Conduct hands-on technical review of proposed reimbursement projects to assess feasibility, practicality, implementation readiness, and alignment with stated objectives. • Review funding requests for alignment with applicable EPR laws, regulations, program plan requirements, covered-cost criteria, and CAA reimbursement policies. • Assess whether proposed projects advance CAA’s strategic priorities, including regulatory compliance, improved recycling outcomes, operational effectiveness, equitable service delivery, system modernization, and measurable program value. • Review reimbursement applications and supporting materials to determine whether the proposed project is sufficiently defined for technical assessment. • Assess reimbursement applications to determine whether requested funding is technically justified, adequately documented, and connected to eligible program outcomes. • Work collaboratively across internal teams—including Legal, State level operations teams, Data & Analytics, Materials, Finance, Planning, and Compliance & Regulatory Affairs—to obtain inputs needed for technical, regulatory, operational, and financial review. • Conduct technical, regulatory, operational, and economic research needed to evaluate proposed projects and reimbursement requests. • Document review rationale, assumptions, unresolved issues, and recommendation basis in a clear and audit-ready manner. • Operate effectively in ambiguous, evolving environments by applying sound judgment, escalating material concerns, and distinguishing feasibility issues from documentation gaps. • Perform other related duties as assigned.

Role Description As a consultant Systems Support Engineer you will play a vital role in supporting the day-to-day operations of application systems. This role involves actively contributing to incident management and gaining exposure to DevOps practices. Your efforts will contribute to the smooth functioning of systems and you'll have the opportunity to learn and grow while assisting in the delivery of solutions to our clients. - You will work with incident management process and tools. - You will use complex application systems and find your way through them to debug a business impacting issue. - You will follow standards and best practices to bring operational efficiencies, stability and availability of the system. - You will use continuous delivery practices to evolve, support and deliver high-quality software, as well as value to end customers, as early as possible while working in collaborative, value-driven teams to build innovative customer experiences for our clients. - You will leverage your knowledge regarding different logging techniques (various levels) and use them for alerting, monitoring and identifying the root cause of incidents. - You will derive meaningful reports/key performance indicators and set up alerting and monitoring mechanisms for quicker identification of incidents and response. - You will apply the latest technology thinking from our Technology Radar to solve client problems. Qualifications - You have experience working with programming languages such as Nodejs, Nextjs, and knowledge about Medusajs or Directus CRM. - You have an understanding of cloud platforms such as AWS, Azure, or GCP and scripting languages such as Python and Powershell. - You understand how to use debugging tools and how to troubleshoot issues with the code. - You have experience working with relational or non-relational databases. - You have experience working with CI/CD tools such as Jenkins or Azure pipelines. - You have exposure to application monitoring tools such as DataDog, Prometheus, or Grafana. - You are comfortable with Agile methods such as Scrum and/or Kanban. - You have the ability to ensure that the deliverables, namely bug fixes and enhancements to the existing codebase, are of high quality and well-tested. Requirements - You have strong communication and articulation skills, are proficient in English and able to confidently hold a Q&A discussion with senior stakeholders. - You have good communication and articulation skills. - You have a presence in the external tech community and willingly share your expertise with others via speaking engagements, contributions to open source, blogs, and more. - You are resilient in ambiguous situations and can approach challenges from multiple perspectives. - You are willing to be part of a rotation- and need-based 24x7 team and are able to handle multiple engagements. Benefits - There is no one-size-fits-all career path at Thoughtworks: however you want to develop your career is entirely up to you. - Your career is supported by interactive tools, numerous development programs, and teammates who want to help you grow. - We see value in helping each other be our best and that extends to empowering our employees in their career journeys. Company Description Thoughtworks is a dynamic and inclusive community of bright and supportive colleagues who are revolutionizing tech. As a leading technology consultancy, we’re pushing boundaries through our purposeful and impactful work. For 30+ years, we’ve delivered extraordinary impact together with our clients by helping them solve complex business problems with technology as the differentiator. Bring your brilliant expertise and commitment for continuous learning to Thoughtworks. Together, let’s be extraordinary.