Customer Reliability Specialist

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 customers 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.

• Associates or Bachelors 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

We recognize the value and importance of diversity and inclusion in our communities and in the workplace. We celebrate diversity and one of our goals as an employer is to create an inclusive work environment for all employees. We are an equal opportunity employer and do not discriminate against any employee or applicant because of race religion sex sexual orientation including gender identity or expression pregnancy national origin age marital status veteran status disability status or any other category or characteristic protected by law.

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.

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

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).

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.

We recognize the value and importance of diversity and inclusion in our communities and in the workplace. We celebrate diversity and one of our goals as an employer is to create an inclusive work environment for all employees. We are an equal opportunity employer and do not discriminate against any employee or applicant because of race religion sex sexual orientation including gender identity or expression pregnancy national origin age marital status veteran status disability status or any other category or characteristic protected by law.

Applicants with disabilities who would like to require a reasonable accommodation related to any part of the application process may contact us at

NOTE: If an applicant is selected to receive a conditional offer of employment and in accordance with applicable law a criminal background check may be conducted before the offer becomes final and employment begins. Pursuant to the San Francisco Fair Chance Ordinance and other applicable laws we will consider for employment qualified applicants with arrest and conviction records.

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