• Act as the frontline technical contact for customers, providing timely, accurate, and complete responses to support inquiries. • Troubleshoot and resolve complex application issues using logs, diagnostics, database queries, and system analysis. • Educate customers on platform functionality, usage, and best practices, building strong and trusted relationships. • Work side by side with customers to support and implement the Vimachem Pharma 4.0 EBR module, from configuration through go-live and hypercare. • Support user testing activities, troubleshooting issues and ensuring expected results are delivered in production environments. • Analyze and document customer manufacturing and IT processes to ensure optimal system alignment and compliance readiness. • Assist with the configuration of system settings, workflows, business rules, roles, and interfaces to meet customer requirements. • Investigate and diagnose system behavior using logs, database queries, and integration traces. • Support API/web-service–based integrations with ERP, equipment systems, historians, or other enterprise platforms. • Collaborate closely with Professional Services, Product, Engineering, and Customer Success teams to continuously improve the platform, support processes, and implementation approach. • Contribute to internal and customer-facing documentation, FAQs, troubleshooting guides, and implementation assets. • Support the pre-Sales and Sales teams by delivering technical product demonstrations, participating in solution discussions, and contributing to the technical validation of customer requirements. • Help create a proactive support environment by anticipating customer needs and identifying potential issues before they arise. • Act as an internal advocate for innovation by exploring and applying AI-powered tools to improve efficiency, scalability, and customer experience across Support services.

Role Description We are looking for an Azure Support Engineer to join our experienced and highly regarded Managed Services Operations team in Canada to help support services based around Azure. The role will require a mix of technical excellence, strong communication, customer service skills, and IT service management process knowledge. As Azure Support Engineer, you will be responsible for managing and supporting the organization's hybrid cloud infrastructure. This role requires deep technical knowledge of Azure and related Microsoft technologies. - Analyze and troubleshoot complex technical support incidents and problems for our clients. - Document, implement, and test changes in accordance with Change Management procedures. - Identify gaps in existing or incoming services, processes, or methods and self-start towards solutions. - Monitor and analyze customer environments, providing recommendations for continuous improvement and optimization of technology investments. - Escalate potential problems and client support issues to management or third-party vendors as per SLA contract. - Maintain and improve technical documentation associated with supported client environments. - Demonstrate excellent customer service skills through all levels of communication, incident/problem management, escalation, and resolution activities. Qualifications - A deep understanding of Microsoft Azure IaaS/PaaS platform. - Experience with Windows and Linux Server Operating Systems. - Strong, hands-on experience with Azure cloud solutions and Azure IaaS resources. - The ideal candidate will have experience with a variety of Microsoft technologies, including Windows Server, Hyper-V, and Storage Spaces Direct (S2D). - 5+ years’ experience supporting clients (Internal or external) via phone, email, or desk side. - Azure related certifications. - Experience with security principles in Azure, creating and deploying ARM templates, and ability to use PowerShell scripts when required. - Nice to have: Terraform, Infrastructure as Code (IaC) tool knowledge. - ITIL Certification is an added advantage and good to have. - French speaking would be an asset. - Experience working within a 24x7 technical support environment. Requirements - Manage, maintain, and support the Azure Stack HCI infrastructure, including the creation, deployment, and administration of virtual machines, storage, and networking components. - Should be ready to take priority challenges related to Azure Infrastructure. - Monitor, manage, and maintain day-to-day activities of Azure environments, respond and address system alerts, notifications. - Assist in daily administration and operational activities including monitoring, support, and maintenance of Azure workloads. - Participate in incident response activities and remediation efforts and should be able to deliver mentorship sessions related to Security and Governance in Azure Platform recommendations. - Should have good in-depth knowledge in Azure platform cost management and have hands-on experience in Microsoft CSP and EA Programs. - Should be able to adopt 3rd party platform tools like CloudHealth Tanzu for Logic Monitor for daily operations. - Hands-on with Azure Stack HCI performance and identify potential problems. Benefits - Health and Wellbeing: Medical and Dental Care, Employee & Family Assistance Program. - Financial Benefits: RRSP/DPSP Retirement Savings Plan with Company Matching, Life and Disability Insurance. - Paid Time Off: Vacation and Sick Leave, Holidays, Parental Leave, Volunteer Days, Bereavement Leave. - Additional Perks: Employee Discount Program.

• Act as the first point of contact for customer support inquiries • Communicate clearly and professionally with customers in a customer-facing role • Troubleshoot, diagnose, and resolve issues within agreed service levels • Log, track, and manage tickets using the ticketing system • Escalate issues to relevant teams when required and follow up to closure • Maintain accurate documentation of issues and resolutions • Adhere strictly to company policies, procedures, and compliance standards • Handle multiple tasks simultaneously while prioritizing critical issues

Role Description Join Us as a Technical Support Advisor! Are you passionate about delivering exceptional customer experiences? Do you thrive in a fast-paced call center environment, solving technical problems and guiding customers through their challenges? If you have a love for customer service and a knack for technology, we want you on our team! What You’ll Be Doing: - Customer Service Excellence: - Handle customer inquiries via phone, delivering tailored solutions to technical issues. - Communicate clearly and effectively, both verbally and in writing, ensuring each interaction exceeds expectations. - Technical Support & Troubleshooting: - Diagnose, troubleshoot, and resolve issues related to iOS, macOS, smartphones, tablets, or PCs. - Use multiple systems to research and deliver efficient, real-time solutions. - Adaptability in Communication: - Connect with a diverse range of customers by adjusting your communication style to meet their needs. - Recognize and respond to verbal and non-verbal cues to provide an enhanced support experience. - Team Collaboration: - Collaborate with fellow advisors to share expertise, solve problems, and achieve team goals. Qualifications - Experience in customer-facing roles, such as in a call center or support environment (volunteer or academic experience counts too!). - A solid understanding of iOS, macOS, smartphones, tablets, or PCs—and a passion for troubleshooting. - Stay professional and composed in high-pressure situations, even when faced with criticism or setbacks. - Open to feedback and coaching, with a drive to continuously improve and excel. Requirements - Proven experience in customer support or technical assistance, ideally in a call center setting. - Strong verbal and written communication skills. - Problem-solving abilities with a flexible, adaptable approach to challenges. - Confidence in navigating multiple software tools and systems to resolve issues. - A self-motivated attitude with effective time management skills. Benefits - Competitive Pay: $17.31 per hour, with opportunities for performance-based incentives. - Comprehensive Benefits: Full health insurance package, including medical, dental, and vision coverage. - Cell Phone Perks: $25/month per line for unlimited phone, text, and data (restrictions may apply). - Training and Growth: Paid training to set you up for success. - Career advancement opportunities with a globally renowned leader in technology innovation. - Referral Bonuses: Earn ongoing bonuses for referring new employees through our Referral for Life Program. - Supportive, Inclusive Environment: Thrive in a dynamic virtual work environment with a team that’s dedicated to your success. - Enjoy a culture that values diversity—we are an Equal Opportunity Employer, welcoming individuals with disabilities and veterans. Remote Work Requirements - Private Workspace: A quiet, dedicated workspace with no distractions. - Ergonomics: A comfortable desk setup with all necessary equipment. - Internet: A reliable internet connection with a minimum of 20 Mbps download and 10 Mbps upload speed. - Ethernet Connection: Must be hardwired; Wi-Fi is not acceptable. Company Description At VXI, we value your contributions and commitment. Joining us means becoming part of a supportive, innovative team that champions continuous learning and career development. Whether you’re driven by curiosity, passion, or technical expertise, you’ll find the perfect space to grow and succeed with us. Ready to Take the Next Step? Apply today to become a Technical Support Advisor and help us create extraordinary customer experiences! If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!