i3 Verticals Benefits Overview

Directs product and software support operations, leading support teams, managing ticket queues and escalations, enforcing SLAs, monitoring service metrics, coordinating incident resolution, and partnering with Product and Engineering on recurring issues. Develops support processes, documentation, staffing plans, reporting, and continuous-improvement initiatives while ensuring customer communications, release support, regulatory compliance, and operational governance.

Leads enterprise software architecture and development across the product lifecycle. Defines technical direction, designs secure and scalable solutions, guides hands-on engineering, and drives modernization, automation, integrations, infrastructure-as-code, testing, reliability, and operational excellence. Collaborates with product, quality, and business stakeholders while mentoring engineers and managing delivery execution.

Provides front-line technical support for proprietary software through phone, email, and remote access. Troubleshoots and resolves application issues, escalates unresolved problems, documents support activity, analyzes reported data, maintains client and team relationships, and deploys and trains users on software applications and updates.