Position Summary

As a Customer Reliability Specialist, you play a critical role in ensuring the stability, performance, and reliability of MAJIQ solutions within customer environments. Acting as the customer's technical advocate for system reliability and operational issues, and as an extension of their IT and operational support teams, you take ownership of issues impacting their use of MAJIQ solutions. You investigate software and process-related issues, perform detailed diagnostics and troubleshooting, and coordinate cross-functional efforts to restore service, resolve complex challenges, and reduce recurrence.

Success in this role requires strong analytical thinking, a structured approach to problem solving, and exceptional communication skills. You must be able to translate complex technical findings into clear, actionable information for both technical and non-technical audiences while maintaining a high level of customer confidence throughout the resolution process.

Essential Duties and Responsibilities

• Own customer-reported incidents, service disruptions, and reliability concerns submitted through the MAJIQ Customer Portal from initial assessment through resolution.

• Investigate, diagnose, and troubleshoot software, system, process, and data-related issues impacting customer operations.

• Lead or contribute to root cause analysis, identifying contributing factors and coordinating corrective and preventive actions that improve overall solution reliability and reduce recurrence.

• Reproduce reported issues in test environments and document clear, repeatable validation and reproduction steps.

• Gather and analyze logs, system data, customer workflows, and diagnostic information to isolate and resolve issues efficiently.

• Own customer issues through resolution by coordinating the appropriate internal resources, maintaining momentum, and providing clear, timely, and accurate communication to customers and internal stakeholders throughout the issue lifecycle.

• Collaborate closely with Development, Database, Infrastructure, Product, and Customer Success teams to coordinate complex issue resolution.

• Prioritize customer issues based on operational impact, business risk, and urgency.

• Escalate critical or unresolved issues appropriately while maintaining accountability for communication, follow-up, and resolution progress.

• Develop and maintain knowledge base articles, troubleshooting guides, and diagnostic procedures to improve team effectiveness and customer self-service capabilities.

• Identify recurring issues, operational patterns, and systemic reliability risks, and work with internal teams to recommend preventive measures and process improvements that reduce repeat incidents.

• Use support trends, system data, and customer history to proactively identify opportunities to improve system stability, configuration, and operational practices.

• Participate in customer meetings, site visits, and operational reviews as needed to better understand business processes and reliability challenges.

• Develop a strong understanding of MAJIQ applications, customer business processes, and the pulp and paper industry to assess operational impact, troubleshoot effectively, and prioritize issues appropriately.

• Follow established company standards, support procedures, and service delivery practices.

Required Skills & Experience

• Minimum 3-years' experience supporting mission-critical software applications, manufacturing systems, logistics systems, enterprise business applications, or related experience.

• Strong diagnostic and troubleshooting skills with the ability to systematically investigate complex technical and operational issues.

• Proven ability to analyze data, identify root causes, and develop effective solutions.

• Exceptional written and verbal communication skills, including the ability to communicate technical concepts clearly to diverse audiences.

• Strong customer-facing skills with the ability to build trust and confidence during high-pressure situations.

• Ability to manage multiple priorities while maintaining attention to detail and quality.

• Demonstrated critical thinking, problem-solving, and analytical abilities.

• Experience documenting investigations, findings, resolutions, and corrective actions.

• Ability to learn complex business processes and understand how technology supports customer operations.

• Working knowledge of Microsoft Word, Excel, PowerPoint, Outlook, and Teams.

Desired Skills & Experience

• 5-years' experience supporting Manufacturing Execution Systems (MES), Supply Chain, Logistics, Warehousing, Transportation, or Production Management solutions.

• Experience maintaining business-critical systems in a 24x7 operational environment.

• Technical support, application support, or incident management experience.

• Knowledge of database concepts and basic SQL troubleshooting.

• Familiarity with log analysis, application diagnostics, and system monitoring tools.

• Experience conducting root cause analysis and problem management activities.

• Direct manufacturing, logistics, supply chain, or customer service experience.

• Knowledge of the pulp and paper industry.

• Willingness to travel to customer facilities when required.

• Associate's or Bachelor's degree in a related field.

Key Competencies

• Diagnostic Thinking

• Root Cause Analysis

• Troubleshooting and Investigation

• Clear Written Communication

• Customer Communication and Relationship Management

• Incident Management

• Cross-Functional Collaboration

• Process Improvement

• Technical Documentation

• Prioritization and Decision Making

FLSA Designation (US Only):

Non-Exempt

Salary Range:
The estimated base salary range for this role is USD$35.15 - USD$42.96 per hour. We include salary ranges in job postings only where required by applicable pay transparency laws, based on the jurisdictions in which the role may be performed. The posted range is a good faith estimate and reflects factors that are subject to change. Final offer amounts may vary based on job-related factors, including work location, candidate experience and expertise, and other relevant considerations.

Other Compensation (US Only):

This role will also be eligible for participation in a Company profit sharing bonus plan. Plan details will be provided to you upon hire.

Benefits (US Only):

Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).

Time off (US Only):

The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.

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