Archer Tactical Customer Escalation (TCE) Engineer - Overland Park, Kansas

Archer Tactical Customer Escalation (TCE) Engineer

Location : Overland Park, Kansas (must be local to the Overland Park, Kansas area and able to commute to the Overland Park office)

For nearly 25 years, Archer has been a pioneer and a trusted global leader in delivering comprehensive compliance and risk management solutions to empower organizations to effectively navigate risks, ensure compliance, and achieve their business objectives. Our innovative GRC solutions are designed to provide companies with a clear, unified perspective on their risk landscape and enable data-driven decision-making and strategic planning. By leveraging cutting-edge technologies such as AI and risk quantification, we equip our clients to anticipate, adapt to, and overcome challenges in today’s rapidly evolving market. At Archer, we don’t just help organizations manage risk — we help our clients transform risk into a strategic advantage and turn uncertainty into opportunity. Learn more at www.ArcherIRM.com

Are you a curious and fast-learning engineer who thrives on solving high-impact problems? Do you enjoy getting hands-on with complex systems, learning through collaboration, and delivering thoughtful solutions in customer-facing scenarios? Join our Tactical Customer Escalation (TCE) Engineering Response Team and be part of the effort to resolve critical issues for Archer customers while leveling up your expertise every day.

This role offers a chance to work closely with seasoned engineers and customers on technical escalations, leveraging your .NET / C# and SQL Server skills in real-world, enterprise environments. You’ll gain exposure to cutting-edge troubleshooting practices and help ensure successful deployments of the Archer platform.

What You’ll Do :

• Frontline Support for Escalations : Respond to customer issues impacting deployment and satisfaction, focusing on technical triage and immediate engagement.
• Diagnostics & Troubleshooting : Work with the Microsoft .NET / C# stack to analyze system behaviors, identify root causes, and support resolution of performance, data integrity, and upgrade challenges.
• Customer Communication & Context Gathering : Engage with customers and internal stakeholders to understand deployment configurations, gather necessary context, and communicate clearly and empathetically.
• Configuration Guidance : Share practical recommendations based on deployment best practices and system architecture knowledge, tailored to each customer’s environment.
• Workaround Implementation & Support : Apply established remediation techniques and support the delivery of effective workarounds while contributing to longer-term solutions.
• Team Collaboration & Growth : Collaborate with senior engineers and cross-functional teams to learn and share knowledge. Participate in retrospectives and team learning sessions to improve your technical and customer-handling skills.

Requirements :

Other Duties :

This is a fantastic opportunity to grow your technical career while delivering meaningful impact for customers. If you're passionate about solving problems and learning fast, we’d love to hear from you.

About Archer’s Culture and Work Environment :

Our people, team collaboration and dynamic leadership is the centerpiece of our great culture and the reason for Archer’s 25 years of success. Over the years, many companies and global organizations have been faced with tough decisions. Layoffs, reorganizations, acquisitions, and mergers. Yet, throughout these challenging times, Archer has exemplified strong innovation and growth and a commitment to our employees.

Why is this possible? Collaboration is the key to our success. It inspires great innovation and innovative ideas. It is why Archer's is a household name in the GRC space. Companies, from F500 – F1000, come to Archer first - for our thought leadership and for our ability to meet customers where they are.

As we continue to grow and evolve, our focus will remain the same : continue innovating, support our customers and employees and continue driving the risk management industry to new levels.

Archer is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Archer are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), age, disability, sexual orientation, gender identity and / or expression, marital, civil union or domestic partnership status, protected veteran status, genetic information, or any other characteristic protected by federal, state or local laws. Archer will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. All Archer employees are expected to support this policy and contribute to an environment of equal opportunity.

If you need a reasonable accommodation during the application process, please contact talent-acquisition@archerirm.com. All employees must be legally authorized to work in the US. Archer participates in E-Verify. Archer and its approved consultants will never ask you for a fee to process or consider your application for a career with Archer. Archer reserves the right to amend or withdraw any job posting at any time, including prior to the advertised closing date.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.