Role Description As a Technical Support Engineer, you'll take ownership of technical escalations and serve as the central point of contact for various operational teams. Your primary focus is to assist our customers in maximizing the use of our global financial automation platform, ensuring seamless business operations. Collaborate with engineering and product teams to swiftly investigate and resolve complex technical issues while delivering an exceptional customer experience. In this role, you will be responsible for: - Take full ownership of technical issues escalated by the Onboarding Managers, Customer Support, Payment Ops, and Customer Success teams, ensuring a seamless troubleshooting process - including information gathering, root cause analysis, and clear resolution communication. - Lead internal escalations with Engineering and Product teams to ensure a timely response and appropriate actions to mitigate customer impact. - Thoroughly investigate and troubleshoot complex payment-related issues, including flows, failures, and errors. - Provide expert support on onboarding issues affecting payees, including validation and server errors. - Identify trends in technical challenges, driving long-term improvements to enhance customer satisfaction and system reliability. - Maintain internal documentation and actively contribute to knowledge-sharing across the team. Qualifications - Professional Experience in roles such as Technical Support, Product Support, or customer-facing technical roles, particularly within FinTech, SaaS, Financial Management, or Accounts Payables sectors. - Database and Troubleshooting Experience: Proven skills with relational databases and SQL, along with proficiency in handling MongoDB for troubleshooting. - API Integration Experience: Experience troubleshooting API integrations and familiarity with tools like Postman is an advantage. - Workflow Understanding and Communication: Ability to understand complex workflows and effectively communicate solutions across R&D, Product, and customer-facing teams. - Global and Remote Collaboration: Experience working with remote team members, including those based in the U.S. and Israel, successfully collaborating across different time zones. - Troubleshooting and Problem-Solving Skills: Excellent analytical abilities with a strong customer-centric mindset. - Communication Skills: Strong written and verbal communication skills with the ability to translate complex technical issues into clear, customer-friendly explanations. - API and Data Structure Familiarity: Familiarity with APIs (SOAP and REST) and reading XML and JSON files is a plus. - Work Environment Adaptability: Experience thriving in a fast-paced environment, managing multiple priorities and customer escalations effectively. - Remote Management Adaptability: Ability to work effectively under a manager located in the U.S. or Israel, demonstrating flexibility and accountability. - Personal Attributes: Self-motivated, quick learner, adaptable, and an effective team player. Benefits - Competitive benefits - Flexible workplace - Career coaching - An environment where diverse individuals can thrive and make an impact

Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies. Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients— that is what Vantive aspires to deliver. We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us is driven to help improve patients’ lives worldwide. Join us in advancing our mission to extend lives and expand possibilities. Your Role: In this role, you will provide remote technical support for customer‑reported hardware and software issues involving Vantive medical devices and related peripherals. Uses established knowledge bases, SOPs, and troubleshooting workflows to identify root causes, resolve issues efficiently, and ensure safe and effective device use in clinical environments. You will communicate clearly with customers and internal teams while adhering to regulatory, documentation, and data‑privacy requirements. ​ What you'll be doing: - Provide Level 1 technical support via phone, chat, and email for healthcare customers using Vantive medical devices and related system peripherals. - Deliver remote technical support in a clinical setting, guiding end users on the safe and effective use of hardware and software applications. - Accurately document all customer interactions in accordance with established procedures, quality standards, and regulatory requirements using good documentation practices. - Collaborate with internal teams and healthcare professionals, including Biomedical staff, nurses, and IT personnel. - Escalate issues to appropriate departments or higher-level resources based on clinical impact, severity, and priority. - Utilize company‑provided tools to manage customer communications, update work orders, complete call scripts or checklists, access training resources, and support issue diagnosis. - Maintain current product and clinical knowledge through ongoing training and adherence to SOPs, troubleshooting guides, and reference materials. - Leverage the knowledge base to resolve service requests, incidents, and complaints. - Ensure compliance with healthcare data privacy and security regulations, including HIPAA and GDPR. - Required to work evening, weekends, and holidays on a rotational basis as well as "on-call". - Perform additional duties as assigned. What you'll bring: - High School diploma or GED required, associate’s degree or higher preferred. - Minimum of 2 years’ experience providing remote technical support. - Skilled in the effective use of electronic devices such as smartphones, laptops, and multiple monitor setup. - Home Office in primary residence with highspeed internet - Experience using a knowledge base to troubleshoot technical support calls. - Medical Device Industry background preferred - Proficient in electro-mechanical products is preferred - Technical certifications are preferred. - Travel is required for training and other assigned events. Qualifications - Results-oriented technical support professional with a strong track record of completing assignments efficiently. - Proven ability to diagnose and resolve moderately complex hardware and software issues. - Strong documentation skills, ensuring accurate and thorough case records. - Ability to remain calm, focused, and responsive in high-pressure customer support environments. - Excellent customer service skills, including active listening and effective problem clarification. - Clear and professional verbal and written communication skills. - Strong analytical skills with sound judgment in determining root causes and appropriate resolutions. - Detail-oriented, with the ability to explain technical concepts clearly to non-technical users. - Ability to follow structured troubleshooting procedures, workflows, and technical instructions. - Working knowledge of Windows operating systems, server administration, remote desktop support, user permissions, TCP/IP networking, and basic database concepts. - Experience with electro-mechanical troubleshooting, including interpreting electrical and pneumatic diagrams; familiarity with electronics, programmable controllers, sensors, and related systems. We understand compensation is an important factor as you consider the next step in your career. At Vantive, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $44,000 to $52,000 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on upon location, skills and expertise, experience, and other relevant factors. This position may also be eligible for discretionary bonuses. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview. #LI-BT1 US Benefits at Vantive This is where your well-being matters. Vantive offers comprehensive compensation and benefits packages for eligible roles. Our health and well-being benefits include medical, dental and vision coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance. Financial and retirement benefits include the Aon Pooled Employer Plan (“Aon PEP”), Vantive’s 401(k) retirement savings plan, to help you prepare for your future. The Aon PEP is designed to help improve retirement outcomes by providing retirement resources more efficiently. The plan offers a robust set of investment options, financial education, and a suite of resources to support your retirement goals. We also offer Flexible Spending Accounts, educational assistance programs, and time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave. Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits. Join us and enjoy the competitive compensation and benefits we offer to our employees. For additional information regarding Vantive’s US Benefits, please speak with your recruiter or visit our Benefits site: Benefits | Vantive Equal Employment Opportunity Vantive is an equal opportunity employer. Vantive evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic. Know Your Rights: Workplace Discrimination is Illegal Reasonable Accommodation Vantive is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information. Form Link Recruitment Fraud Notice Vantive has discovered incidents of employment scams, where fraudulent parties pose as Vantive employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.

• Act as the first point of contact for internal and external customers, delivering technical support across email, phone, and chat via Zendesk for our suite of messaging products. • Monitor, investigate, and troubleshoot technical issues and incidents through to resolution, in line with Level 1 scope and defined SLAs. • Provide end-to-end product support, including message and product-related investigations, while accurately logging, tracking, and managing all customer interactions and incidents in Zendesk, and where required, Jira or other support tools. • Maintain clear, proactive communication with customers throughout the lifecycle of a ticket, including setting expectations and providing timely updates. • Support customer provisioning, account setup, and onboarding activities for new and existing customers. • Identify, triage, and escalate complex or high-impact technical issues to the Level 2 Technical Support team for further investigation and resolution. • Develop and maintain Subject Matter Expertise across technical areas such as APIs, routing, reporting, and product integrations. • Identify recurring issues, trends, and opportunities for improvement, contributing to enhancements in product systems and customer experience. • Collaborate with cross-functional teams (e.g. Engineering, Product, Customer Success) to ensure timely resolution of issues and continuous service improvement.

• Respond to client emails in clear, professional English (AI-assisted but human-reviewed) • Use Jira Service Management and Jira Software to log bugs, change requests, and technical clarifications • Develop strong contextual awareness of platform workflows, data flows, and business logic • Identify whether an issue is user error, configuration issue, data problem, or system defect • Execute basic corrective actions when possible (data validation, configuration checks, structured guidance) • Escalate structured, well-documented tickets to the development team when required • Raise change requests based on recurring client feedback • Detect potential bugs, inconsistencies, or edge cases from client reports • Use AI tools responsibly to enhance communication clarity, documentation quality, and issue analysis