Movable Ink scales content personalization for marketers through data-activated content generation and AI decisioning. The world’s most innovative brands rely on Movable Ink to maximize revenue, simplify workflow and boost marketing agility. Headquartered in New York City with close to 600 employees, Movable Ink serves its global client base with operations throughout North America, Central America, Europe, Australia, and Japan. As a Technical Support Specialist you will be challenged with investigating and resolving complex customer issues escalated by our clients, Client Experience and Solutions teams. Additionally you will have the opportunity to be innovative and forward-thinking, creating documentation, streamlining processes, and building internal tools and features to address common customer issues and gaps in product functionality. In effect you’ll be solving difficult problems upstream to improve both product quality, as well as the overall customer experience. This remote role would suit a Costa Rica-based Tech Support Specialist who can work a 9am–6pm, Monday to Friday schedule, and participate in an on-call rotation. The on-call rotation typically occurs once a month, with each shift lasting one full week (Monday to Monday), including evenings. Responsibilities: - Become a technical expert in Movable Ink’s Products and custom solutions - Take ownership of client and internal support requests from initial contact to resolution including troubleshooting, determining root cause, and ensuring that the initiator understands the resolution - Participate in an on-call rotation, taking ownership of incoming emergency issues from both clients and internal stakeholders - Provide customer feedback to our Product and Engineering teams - Write documentation, knowledge base articles, and tutorials to improve the customer experience of Movable Ink’s products and services Qualifications: - 2+ years of experience in technical support, technical account management or similar role; B2B and SaaS product is preferable - Experience with inspecting and diagnosing web-applications and/or mobile applications - Strong understanding of and experience with REST APIs and/or GraphQL API - Knowledge of Single Sign-on set up and debugging, including OAuth, SAML, and SCIM - Knowledge on relational databases - Ability to reproduce customer issues, perform initial triage and identify bugs needing Engineering work - Commitment and strong drive to provide delightful customer experiences and the tenacity to drive issues to resolution - Desire to educate others in Movable Ink’s Products and technical knowledge to reduce repeat support requests - Basic experience with support tools such as Django, Kibana, Jenkins, Google Cloud Platform, Grafana, and AWS Cloud Watch or similar. - Solid knowledge of HTML/CSS - Experience with at least one of the languages that underpin the modern web (JavaScript, Python etc.) - Solid understanding of browser debugging (XMLHttpRequests, analyzing page source, HAR captures, iFrame behavior, Meta tags, performance testing, etc) - Solid understanding of cloud hosting platforms - Superb written and verbal English communication skills, with experience contributing to internal and external documentation - Positive attitude, empathy, and high energy - Ability to take initiative and adapt Studies have shown that women, communities of color, and historically underrepresented people are less likely to apply to jobs unless they meet every single qualification. We are committed to building a diverse and inclusive culture where all Inkers can thrive. If you’re excited about the role but don’t meet all of the abovementioned qualifications, we encourage you to apply. Our differences bring a breadth of knowledge and perspectives that makes us collectively stronger. We welcome and employ people regardless of race, color, gender identity or expression, religion, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, ethnicity, family or marital status, physical and mental ability, political affiliation, disability, Veteran status, or other protected characteristics. We are proud to be an equal opportunity employer.

• Oversee support for cloud and on-premises applications. • Collaborate with stakeholders and teams to understand IT application needs. • Troubleshoot issues, guide the team, and deliver effective resolutions.

• Conduct research and provide problem-solving support to the Customer Service Department • Responsible for reviewing, identifying and analyzing policies, procedures and contract issues • Prepare recommendations on all issues; root cause, action steps and monthly reports • Ensure compliance with organizational and regulatory requirements. • Respond to customer inquiries via telephone, correspondence, on-site, and personal interviews.

• Serve as the Technical Subject Matter Expert (SME) for intake rules and matching logic • Liaise with providers and internal teams to resolve questions about EDI and Claims Intake rejections • Provide second-level expert support for intake claim rejections • Analyze large datasets for research and troubleshooting • Collaborate with Product Owners and IT teams on system enhancements and fixes • Participate in testing and verification of business rules and validations • Manage multiple projects and tasks simultaneously while maintaining high-quality results • Support Product Owners, Business Owners, and Leads using technical and analytical expertise • Communicate effectively across all levels of the organization, including cross-functional teams • Write complex SQL queries to join multiple data sources and analyze data for root causes, trends, and opportunities • Lead the creation of automated reporting solutions using Tableau, Excel, and other tools to deliver actionable insights • Translate complex data analysis into clear, actionable information for non-technical audiences • Analyze EDI and Claims intake rejections from internal and external inquiries, including provider calls • Track and execute solutions for identified issues • Perform User Acceptance Testing for logic changes and enhancements • Develop utilities, queries, and processes for post-production checkout of business rules and system fixes