Help Desk Contributor

Help Desk Contributor (CB) role

Our Help Desk Contributors provide dedicated Tier 1 support for the Donovan and Agentic workflows product lines.

• User support / customer service - your efforts will lead to a positive user experience with Scale’s Donovan + Agentic workflow products!
  • Creating new customer user accounts, in accordance with IT and security policies
  • Initial troubleshooting of customer issues, using templated responses. Accurately communicating these issues
  • Submitting support tickets for customer issues
  • Following up with support tickets to drive resolution in a timely manner
• Internal Donovan support tickets
  • Creating support tickets for internal Donovan issues
  • Following up with support tickets to drive resolution in a timely manner
• Product engagement/Quality Assurance
  • Regular testing of Scale products (Donovan & Agentic workflows) to catch any potential feature breaks, downtime before customers
  • Engaging with the Donovan product to identify potential bugs, and submitting support tickets, when identified

This role will begin supporting unclassified Donovan + AW deployments, and may be expected to expand to cleared deployments (Secret + TS) in the mid- to long-term.

The CBs will be managed by the Help Desk Manager (HDM), and receive operational direction and strategic guidance from the Site Reliability Engineer (SRE) and other members of the Infra team, as required.

• You must be in good standing with your employer, with no disciplinary action in the last 90 days. You cannot have been denied a Tier 1 clearance at any time.
• Initial training - In the AI Center 5 days / week (subject to further evaluation once the help desk is running)
  • Week 1:
    Help Desk intro: you will receive initial training, led by Scale’s Site Reliability Engineer and the HDM.
  • Weeks 2-3:
    Practical Application: you will work with the Donovan product to learn and certify that you are able to work on the help desk
• Help desk execution - after the training and execution, we will assess if there is a point when CBs can return to hybrid work, based on proficiency and business needs.
• 3 x CBs per shift aligned to times that Scale customers are in-office:
  • 6a - 2p CT
  • 2p - 10p CT
• CBs may be asked to change shifts / in-office days based on business needs. Every effort will be made to provide advance notice and accommodate any issues.
• Mid to long term goals
  • If the help desk pilot is successful, CBs may be asked to work in the Globe on SIPR or JWICS, which would require onsite work 5 days x week.
  • CBs may be submitted for a clearance to support the help desk on these networks.
  • CBs that receive a clearance will receive cleared pay for that clearance, once required to be onsite at the Globe full time.

The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position, determined by work location and additional factors, including job-related skills, experience, interview performance, and relevant education or training. Scale employees in eligible roles are also granted equity based compensation, subject to Board of Directors approval. Your recruiter can share more about the specific salary range for your preferred location during the hiring process, and confirm whether the hired role will be eligible for equity grant.

You’ll also receive benefits including, but not limited to:
Comprehensive health, dental and vision coverage, retirement benefits, a learning and development stipend, and generous PTO. Additionally, this role may be eligible for additional benefits such as a commuter stipend.

Base salary range for this full-time position in St. Louis: $45,000—$56,000 USD.

PLEASE NOTE: Our policy requires a 90-day waiting period before reconsidering candidates for the same role. This allows us to ensure a fair and thorough evaluation of all applicants.

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