• Investigate escalated voice-quality issues such as robotic audio, jitter, packet loss, one-way audio, latency, and dropped calls • Troubleshoot call routing and telephony behavior across SIP, VoIP infrastructure, and WebRTC applications • Analyze logs, signaling data, and call traces to identify root causes of calling issues • Lead technical troubleshooting sessions with customers to investigate voice-quality and connectivity issues • Maintain strong communication throughout investigations, particularly for high-impact or sensitive cases • Work closely with Engineering and Product teams to diagnose platform-level issues • Train frontline support teams on voice-quality troubleshooting and escalation best practices

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Reporting to the Vice President of Customer Solutions, the Technical Support Engineer will resolve client issues via email, phone, and video while proactively finding ways to prevent future issues through proactive support and monitoring. We’re looking for a creative problem-solver with a client-first mindset who thrives on collaboration, but can also excel independently. If you’re motivated by troubleshooting and delivering effective solutions, we’d love to hear from you. - Take full ownership of customer issues without supervision. - Receive and perform triage on all incoming customer support tickets. - Resolve technical issues in a timely manner, providing exceptional customer support from beginning to end. - Develop and maintain excellent relationships with all our existing and future customers. - Help in continuously improving the support service to maintain a high level of customer satisfaction. - Assist with customers with transfer requests and initial setup. - Assist with the development and maintenance of IguanaX online training and documentation. - Night and weekend on-call duty required: - Be part of a 24/7 team that provides on-call support. Very rarely fielding an off-hours emergency call (less than four calls per year on average). Qualifications - Knowledge in one or more programming languages (Lua, SQL, XML, Python, JavaScript, HTML, Java) with an understanding of system networking (HTTP, TCP/IP, SMTP, FTP, SSL). - Post-secondary education or equivalent experience in a technical field such as Software Engineering, Computer Engineering, Biomedical Engineering, Computer Science, Information Technology, Health Informatics, or Mathematics. - An interest in applying critical thinking, problem solving and understanding of issues from both business and technical perspectives. - Strong interpersonal skills and effective team player with strong verbal/written communication skills. - Valid passport and drivers’ licenses for business related travel to US, Canada and EU. Benefits - We value a work-life balance - you get 3 weeks holiday to start. - 100% virtual work environment - our staff often work in fun sunny places! - Comprehensive health and wellness benefits package. - We are committed to nurturing and training our people. Company Description For over 20 years, iNTERFACEWARE Inc. has been the backbone of healthcare IT. We’ve successfully completed over 26,000 implementations, making our integration solutions more powerful and widespread than any other platform in the healthcare ecosystem. Our technology enables organizations to exchange data effortlessly and streamline workflows, helping to improve efficiency across the healthcare industry and beyond. - We value communicating well, being kind unto others, choosing to be vulnerable and always being honest. - We focus on understanding the core of problems from first principles without being afraid to question received wisdom. - We approach problem solving iteratively, simplifying not complicating. - We embrace curiosity, with an interest in understanding business and technology. - We prioritize the use of code in everyday data solutions. - We work hard to make solutions that we can be proud of and use ourselves.

• Respond to client inquiries related to online banking, mobile banking, account access, file structure and digital transactions. • Troubleshoot technical issues, including login, navigation errors, and system functionality concerns. • Assist customers in understanding and using product features, tools, and security protocols. • Escalate complex or unresolved issues to appropriate internal teams and follow up as needed. • Document all customer interactions, reported issues, and resolutions in accordance with internal procedures. • Monitor and identify recurring technical or operational issues and communicate trends to management. • Maintain current knowledge of digital and document retention systems, updates, and security requirements. • Track, troubleshoot and communicate complex client issues internally and with a client audience. • Attend, schedule and plan virtual meetings and training sessions.

We are looking for a Technical Support who has familiarity with web development and is comfortable being the primary contact for clients. The daily technical work is handled by our team, so your involvement stays light and focused on communication and general oversight. Requirements: - Must be a US citizen (no exceptions) - Strong written and verbal communication skills - Experience with technical customer support - Basic to intermediate experience with web development (Languages like HTML, CSS, JavaScript, Node.js, PHP, Python, or others are a bonus) - Reliable, detail-oriented, and organized Hours & Pay: - Part-time to start (5–10 hours/week) - Compensation will be discussed during the interview To Apply: - Confirm you are a US citizen. - Briefly describe your experience with both support/assistant roles and coding. - Include your availability and hourly rate. Looking forward to working with someone proactive and tech-savvy.