Client Engagement Specialist

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.

Client Support (Tiers 1 & 2 Support- 365x24x7 rotation)

• 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 (During Business Hours)

• 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

If you are interested in the role and do not meet 100% of the requirements, we are still interested in hearing from you!

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 CheckAs part of our commitment to maintaining a secure financial institution, 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.

Please note: Having a record on a background or credit report does not automatically disqualify you. We evaluate results on a case-by-case basis, taking into account their relevance to the role and any regulatory requirements.

Our Commitment to Belonging!
The communities served by Mascoma Bank consist of individuals from diverse backgrounds. Our employees likewise bring unique perspectives, experiences, and approaches to the bank. We strive to create a safe and welcoming environment for all who pass through our doors and a workplace that actively demonstrates mutual respect and trust, one of our core values. A truly inclusive culture leads to a sense of belonging and support for all team members and inspires innovation and creativity. We are committed to recruiting and retaining a diverse talent pool, increasing team member engagement through professional development and community outreach activities, and offering personal growth workshops and team-building opportunities. By embracing diversity, equity, and inclusion, we strengthen our communities and ourselves.

Mascoma Bank is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, ethnicity, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, status as an individual with a disability, or other applicable legally protected characteristics. To request reasonable accommodations, please contact careers@mascomabank.com.

Mascoma Bank is an Affirmative Action and Equal Opportunity Employer, M/F/D/V.