About the role
 

As a People Tech Technician L2, you will be a key member of our newly transformed People Technology team, focusing on functional troubleshooting, configuration enhancement, and workflow optimization across our global platforms. This role sits within our People Tech Scale squad, where our mission is to shift from reactive support to a disciplined engineering culture.

This role is not just about maintenance; it’s about technical partnership. You will be a self-directed, established team member who delivers reliably across both tickets and optimization projects from a regional to global scope. You will own medium-sized initiatives aimed at systematically eliminating manual workarounds, tracking core goals beyond daily ticket queues to stabilize our system-of-record connective tissue across Workday, SmartRecruiters, Absorb, and Visier.
 

Why you should join us

• Impact at Scale: You’ll contribute to a mission-driven organization, building a high-quality platform that the wider business trusts completely and that gives Wise a real advantage in how it supports its people.

• Modern Automation Culture: Work with an advanced toolkit with the autonomy to streamline employee journeys, maintain robust platform health, and actively reduce technical debt.

• Engineering Culture: We apply engineering principles to People Tech. You’ll be part of a team that values rigorous peer design validation, peer documentation reviews, and scalable system logic.

• Growth & Ownership: We follow a clear technician leveling framework, providing you with a transparent path for career progression, continuous learning budgets, and long-term project ownership without becoming a blocker.

What You’ll Do (Responsibilities)

• Complex Issue Resolution: Handle advanced support tickets in our queue, acting as an established technical resource for troubleshooting complex, niche, or undocumented application bugs and implementing long-term functional fixes.

• Projects & Workflow Optimization: Initiate and deliver on platform improvement projects globally, focusing on streamlining applicant workflows, optimizing learning management paths, and reducing manual intervention.

• Integration & Pipeline Support: Assist in monitoring technical data pipelines, checking integration sync health between tools, and identifying root causes in data flow exceptions.

• Queue Health & Unplanned Work: Monitor incoming requests and identify tasks requiring a "big lift" (more than 4 hours), seamlessly transitioning them to the Jira Software board to protect team capacity.

• Documentation & Knowledge Sharing: Help maintain runbooks and regularly update internal wikis, ensuring absolute accuracy of technical setup parameters and creating articles for system configurations.

• Mentorship & Training: Play an active role in training, onboarding, and mentoring L1 technicians, conducting sessions on complex system issues to reduce single points of failure.

JOB SUMMARY

Uses technical knowledge of Silvaco product offerings and basic understanding of the customers’ technical workflow and objectives to advise customers in their simulation efforts and address their technical obstacles. In so doing, they work as a partner to the sales teams to understand technical values and tradeoffs to our solutions as perceived by the customer and help determine account strategy for continued growth.

Works closely with key customers to gain insight into their technical roadmaps and immediate challenges to recommend the best matching solution Silvaco can offer. Understand customers’ success criteria and jointly implement evaluation plans to demonstrate and validate Silvaco’s solution. Collaborate and provide input to sales plans and proposals for accuracy, completeness, and enhance Silvaco’s technical differentiation. Drafts technical collateral that helps people better understand the technology and differentiation of Silvaco solutions.

Provides training and instructions to customers to reduce their friction in adopting and using Silvaco tools while gaining additional understanding of the customers’ application. Collaborates with customers’ implementation teams to troubleshoot problems, develop solutions, and propose additional features, modules, and/or products based on customers’ requirements.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES; include but not limited to:

• Working with users of Silvaco tools to
  • Capture and isolate potential technical issues and suggest workarounds or alternate approaches to relieve the problem and/or raise the issues to business unit as bug reports.
  • Understanding customer workflow and representing user-defined needs and feedback into business units
  • Optimizing customers’ experience with Silvaco tools by promoting configuration improvements and/or incorporating new features and capabilities
• Working with applicable customer departments and functions to assure Silvaco products are properly installed and help validate the installations.
• Making technical presentations for products, use cases and support status update to customers. Supporting sales effort by articulating technical value propositions, as well as demonstrating prototypes and product features
• Generating ideas for configuration and workflow improvements based on obstacles customers face in their work.
• Documenting evaluation plans and customer support cases in SalesForce CRM.
• Keeping up with advancements in key applications and workflow implementation