Client Engagement Specialist

Mascoma Bank • White River Junction, VT

1d • Hybrid

About The Position

Mascoma Technologies, a subsidiary of Mascoma Bank, is seeking a Client Engagement Specialist to join their fast paced, growing team. This person will serve as the first line of response for financial institution clients, delivering Tier 1 client platform support and ensuring Mascoma Tech clients receive a consistent, reliable and professional experience. The successful candidate will excel at troubleshooting and resolving issues, while ensuring smooth communication across technical and business teams.

Requirements

• 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
• 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
• Client Support (Tiers 1 & 2 Support- 365x24x7 rotation)
• Internal Support (During Business Hours)

Nice To Haves

• Specific experience with Confluence/Jira is a bonus
• Exposure to financial systems, SOC2/SOX compliance, or fintech clients preferred

Responsibilities

• Serve as the first line of response for financial institution clients, delivering Tier 1 client platform support.
• Ensure Mascoma Tech clients receive a consistent, reliable and professional experience.
• Troubleshoot and resolve issues.
• Ensure smooth communication across technical and business teams.
• 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.
• 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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed