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We are looking for a proactive and detail-oriented Support Specialist to help improve the effectiveness, consistency, and quality of our global support organization.

The role will focus on support process ownership, quality reviews, operational follow-up, and continuous improvement initiatives. Working closely with support managers and team leaders, this position will help ensure that support standards are consistently applied, improvement actions are executed, and customer-facing operations continue to evolve and improve.

You will:

Case & escalation quality checks: Audit cases for handling quality, SLA adherence, and RMA compliance. On escalations specifically, check the fit between analysis and action - was the case properly diagnosed, and did the resulting action (response, RMA, R&D hand-off) match it?

KPI monitoring: Track KPIs in Salesforce and Tableau, spot anomalies, and turn the numbers into clear updates for managers.

Case trends & knowledge base: Analyze recurring issues and categorization patterns, feed them to R&D/Product/CS, and keep the knowledge base current - turning recurring resolutions into new KB articles.

Process support: Help keep support-process documentation on Confluence accurate and up to date.

Ad-hoc projects: Pick up the improvement tasks managers want done but don't have time for.

We are looking for a highly motived individual to lead a small, high-impact FP&A team that partners closely with Product and R&D. This role combines strong classic FP&A ownership with deep business partnership, requiring the ability to understand, analyze, and clearly articulate the full financial story of complex product organizations. This role goes well beyond budget tracking and cost control - it carries a deep understanding of the Product business units' P&L and the financial, business and operational drivers behind it.

You will act as a true business partner to Product and R&D leaders, helping shape decisions through insights, analysis, and clear financial narratives. The focus is on turning data into perspective: explaining what is happening, why it matters, and how different choices impact performance, trade‑offs, and long‑term value.

You will:
Lead and develop a small team, ensuring high-quality financial deliverables and strong business partnership.
Act as a trusted finance partner to Product and R&D leaders, with deep understanding of full P&L as well as other key business drivers.
Own budgeting, forecasting, and long-term financial planning for the Product business units.
Monitor performance vs. plan, drive variance analysis, and highlight risks and opportunities.
Translate financial data into clear insights and a compelling business story for management.

This role combines hands-on support at the companys headquarters, remote support for global users and offices, end-user asset lifecycle management, inventory and warehouse operations, hardware refresh initiatives, and ongoing ownership of global processes related to end-user equipment and workplace technology.

You will:
Provide global end-user support for hardware, software, networking, Microsoft 365 services, and workplace technologies across Windows and macOS environments.
Manage the full lifecycle of end-user devices, including procurement, deployment, onboarding, maintenance, refresh programs, and secure decommissioning.
Administer user accounts, access permissions, and collaboration platforms through Microsoft 365, Active Directory, and Microsoft Entra ID.
Own and maintain global IT asset inventory, warehouses, and equipment logistics, ensuring accurate tracking, availability, compliance, and cost optimization.
Support and operate meeting room technologies, Microsoft Teams Rooms, audiovisual systems, and workplace infrastructure to ensure seamless employee collaboration.
Lead IT operational improvements and cross-functional projects, leveraging reporting, analytics, automation, and best practices to enhance service quality and efficiency.