Client Engagement Specialist

Client Support

• Monitor platform alerts and respond to client incidents using Jira Service Management and ICM platform
• Troubleshoot middleware and infrastructure issues (AWS, RDS, VPN, Kubernetes, etc.)
• Follow runbooks for known issues and escalate as needed
• Manage and track support tickets according to SLA’s
• Maintain clean documentation and contribute to incident postmortems
• Communicate in 365x24x7 on-call rotation, with primary and backup coverage

Internal Support

• Provide technical support to employees across tools such as Google Workspace, Atlassian products, Okta, and Google Voice
• Support onboarding and offboarding tasks
• Track internal tickets, respond to Slack based requests
• Work with DevSecOps or Director of Service Delivery on escalated internal issues
• Help document IT processes and update internal knowledge base

Qualifications

• 1-3 years in customer support, help desk, or IT service role
• Experience supporting cloud-based business systems
• Familiarity with monitoring, incident response, and service ticketing systems – specific experience with Confluence/Jira is a bonus
• Strong organizational and communication skills. Capable of translating technical details to non-technical audiences
• Willingness to work on-call rotation for client-facing support after hours
• Exposure to financial systems, SOC2/SOX compliance, or fintech clients preferred

Benefits

• Competitive compensation
• Flexible work environment
• Career development and internal career mentorship
• Comprehensive health care, dental care, and vision
• 401(K) Program: 4% safe harbor employer match on top of 5% non-elective contributions following one year of service
• Generous PTO starting at 22 days per year, not including 11 paid holidays and 16 hrs. of Volunteer Time Off
• Tuition Reimbursement
• Student Loan Paydown and so much more!

About the Role

The successful candidate will excel at troubleshooting and resolving issues, while ensuring smooth communication across technical and business teams.

Why Mascoma Bank?

• Strong culture of belonging with a team that values creativity, new perspectives and innovation.
• Community first minded. We care about our employees and the communities we serve.
• Competitive compensation.
• Flexible work environment.
• Career development and internal career mentorship.
• Comprehensive health care, dental care, and vision.
• 401(K) Program: 4% safe harbor employer match on top of 5% non-elective contributions following one year of service.
• Generous PTO starting at 22 days per year, not including 11 paid holidays and 16 hrs. of Volunteer Time Off.
• Tuition Reimbursement.
• Student Loan Paydown and so much more!

Background and Credit Check

All final candidates will be required to successfully complete background and credit screenings as part of the hiring process. These screenings will be conducted in accordance with applicable laws and industry regulations.