This position was designed for people just starting out in their IT career. Our goal is to effectively train you to promote you as fast as possible into our Level 1 Consultant position. Most people get promoted after 3-6 months.

What You Will Do

You will work on a team with other Junior Consultants to provide excellent technical support of our cloud products and services. This role is designed to train you in the skills needed to become a Level 1 Consultant. You will serve as a first responder to requests from our clients and will troubleshoot requests that you can solve in 30 minutes or less. As you grow in the role you will take on more and more challenging requests that take longer to solve.

Your goal is to build a strong reputation among our clients of effective troubleshooting and exceptional customer service. Most of the support you provide is done remotely through chat, email, phone, and remoting in. The problems you will solve will look different daily and will give you a broad range of experience in technical support. Specifically, you will

• • Provide technical support to cloud servers, applications, and managed workstations
  • Problem solve issues related to servers, connectivity, networking, printers, applications, virtualization, security and directory services
  • Ensure a positive client experience and high client satisfaction
  • Function as a first responder to new tickets or calls on client’s technical issues.
  • Limit troubleshooting to 30 minutes in order to provide rapid response to continually incoming support requests
  • Assist in developing documentation, knowledgebase and best practice guides
  • Communicate highly technical information to both technical and non-technical users
  • Escalate your client request upward if you can’t solve it

Requirements

• • You love technology and helping others use it
  • You are amazing at troubleshooting problems
  • You can wear many hats and quickly shift gears from one kind of problem to the next
  • You can easily communicate tech to non-technical people with a soft touch
  • You have experience in customer service and can stay calm and collected under pressure
  • You are self-driven and absolutely love to learn
  • You are talented at managing expectations and your time
  • You love collaborating across teams and are personable, helpful, and incredibly detailed
  • You have always been the go to person for computer questions in your family or among your friends
  • You have built your own computer and have explored learning more about IT in your free time
  • You are pursuing certifications and/or have recently finished your IT degree

Benefits

• • 401k with company match
  • Comprehensive health benefits
  • Progressive PTO policy
  • Training Sponsorships
  • Casual dress code
  • Office ping pong and shuffleboard tables
  • Fun company events
  • Office snacks
  • Normal office hours

About Us

Right Networks is a fast-growing tech business with locations throughout the US and Canada. Right Networks gets all your critical accounting and business applications into the cloud so your team can work from anywhere, making it that much easier to collaborate, onboard teammates, and even expand your business into new geographies.

It is an exciting time to join the Right Networks TEAM, you will enjoy many benefits including

• • Highly Competitive salary
  • Matching % 401k
  • Company subsidized health, dental, vision, life insurance, long and short term disability
  • Generous PTO Bank
  • Company outings and events

Our goal is to effectively train you to promote you as fast as possible into our Consultant position. Most people get promoted after 3-6 months.

What You Will Do

You will work on a team to provide excellent technical support of our cloud products and services. This role is designed to train you in the skills needed to become a Consultant. You will serve as a first responder to requests from our clients and will troubleshoot requests that you can solve in 30 minutes or less. As you grow in the role you will take on more and more challenging requests that take longer to solve.

Your goal is to build a strong reputation among our clients of effective troubleshooting and exceptional customer service. Most of the support you provide is done remotely through chat, email, phone, and remoting in. The problems you will solve will look different daily and will give you a broad range of experience in technical support. Specifically, you will

• • Provide technical support to Custom Cloud’s cloud servers, applications, and managed workstations
  • Problem solve issues related to servers, connectivity, networking, printers, applications, virtualization, security and directory services
  • Ensure a positive client experience and high client satisfaction
  • Function as a first responder to new tickets or calls on client’s technical issues.
  • Limit troubleshooting to 30 minutes in order to provide rapid response to continually incoming support requests
  • Assist in developing documentation, knowledge-base and best practice guides
  • Communicate highly technical information to both technical and non-technical users
  • Escalate your client request upward if you can’t solve it
  • This is a Full-Time position

Requirements

• • You love technology and helping others use it
  • You are amazing at troubleshooting problems
  • You can wear many hats and quickly shift gears from one kind of problem to the next
  • You can easily communicate tech to non-technical people with a soft touch
  • You have experience in customer service and can stay calm and collected under pressure
  • You are self-driven and absolutely love to learn
  • You are talented at managing expectations and your time
  • You love collaborating across teams and are personable, helpful, and incredibly detailed
  • You have always been the go to person for computer questions in your family or among your friends
  • You have built your own computer and have explored learning more about IT in your free time
  • You are pursuing certifications and/or have recently finished your IT degree

Benefits

• 401k with company match
• Comprehensive health benefits
• Progressive PTO policy
• Training Sponsorships
• Casual dress code
• Office ping pong and shuffleboard tables
• Fun company events
• Office snacks
• Normal office hours

The Product Manager needs to be able to convert business and customer feedback into requirements and ensure the work is prioritized and aligned with our overall business objectives. They will need to partner with internal stakeholders including Development, Operations, Marketing, Sales, Support, and Customer Success, etc. to identify and adjust priorities to ensure our offerings’ success in the market.

They will be responsible for the day to day management of tracking tasks, adhering to Agile sprint planning with the technical teams, reporting out status via roadmaps, creating enablement content, and driving technical activities to completion. Additionally, this role will help in driving technology advancements and associated activities supporting those investigations (e.g. Proof of concepts, beta, end-of-life, etc.).

This individual will be able to communicate both internally and externally and incorporate customers and partners into the design stages to ensure we are interpreting requirements correctly. There will be a requirement to work across internal technical teams to leverage technology initiatives and drive consistency as customers look to leverage multiple of our offerings in their environment. This role will involve working with external vendors and suppliers as well.

The Product Manager needs to have a strong understanding of delivering SaaS-based solutions and their operational integration points. In-depth knowledge and understanding of Microsoft technologies is preferred with a focus on Windows Virtual Desktop, the Azure stack, Application Insights, Office 365, Microsoft 365, etc. Skills and experience with applications in the accounting space (e.g. QuickBooks) and tax software (e.g. Intuit Lacerte and ProSeries, CCH Axcess, UltraTax, etc.) are a plus.

Work location is Hudson, NH to maximize face time with peers and the core development teams.

Key Responsibilities:

• Working closely with internal stakeholders and customers, develop an understanding of the requirements and work with Development to implement solutions
• Write detailed functional / requirement specifications that enable product engineering to execute
• Work closely with our technology team, as well as with partners and customers, to drive product deliverables to completion
• Using a strong understanding of the Microsoft technology stack, continuously advance our product solutions to expand our market and increase our value
• Understand and drive team-wide understanding of market and industry dynamics, what competitors are doing, how the market is shifting and what impact these dynamics should have on product strategy
• Collaborate closely with internal stakeholders to obtain buy-in for product initiatives and to set expectations

Qualifications:

• 8+ years of overall industry experience in software product development
• 4+ years of experience in a product management role for a SaaS based application / cloud offering
• Knowledge of cloud infrastructure providers and capabilities; Expertise in Microsoft technologies is preferred (Windows Server, Windows Remote Desktop Services, Office 365, etc.)
• Specific expertise with accounting / tax space is preferred
• Bachelor’s degree, Masters is preferred; MBA is ideal
• Entrepreneurial mindset with desire to grow a young business to new heights
• Experience in the delivery of SaaS software and working in an Agile software development environment
• Track record of taking ownership, resolving conflicts and driving results on technical projects
• Experienced with Atlassian Jira for requirements and sprint management
• Excellent research, analysis, design, and decision-making skills. Ability to gather and use data and metrics to back up assumptions and develop business strategies.
• Attention to detail and the ability to manage multiple, conflicting priorities simultaneously
• Ability to think strategically, execute methodically, and act decisively
• Exceptional verbal and written communication skills at all levels of the organization, internally and externally, related to strategy, value, status, risks, and issues.
• Communicative and social – excellent interpersonal and group facilitation skills including the ability to work with diverse stakeholders and personality types. Ability to bridge the gap between technical and business stakeholders.
• Assertive – not afraid to be a voice of reason and authority. Willing to hold teams accountable to vision and values.
• Enthusiastic – must be high-energy and situationally aware. Passionate advocate for delivering value.

The successful candidate will be responsible for non-functional performance testing and optimizing systems and applications in a large scale, multi-tenant, windows remote desktop environment.

Some of the duties and responsibilities of this position may include, but are not limited to:

• Test and optimize highly scalable solutions involving cloud-based infrastructure.
• Design, build and manage a monitoring and performance lab environment.
• Establish performance baselines and for all core systems and applications.
• Follow a reporting framework to communicate the test results.
• Troubleshoot performance related issues.
• Work closely with cross-functional peers in operations, security, product development, customer support and quality assurance.
• Exhibit in-depth knowledge of the business processes involving architecture, relationship between systems, and systems flow of end-to-end designs for network and engineering systems.
• Review and edit and/or author technical correspondence.

Requirements:

• 7+ years of deep Windows Client, Windows Server, Remote Desktop and Active Directory experience.
• 3+ years experience of performance engineering and testing in a large scale, production environment.
• Must possess strong written and oral communication skills.

Job Preferred Skills:

• Prior experience working with the LoginVSI/LoginPI tools.
• Experience in a large-scale cloud/service provider environment.
• Experience with Visual Studio, specifically C#.
• Knowledge of technical infrastructure disciplines – e.g. servers, networking, and storage solutions