Role Description - Inbound Telephone Support - Perform telephone support as scheduled. - Ensure that customer questions are answered completely in a professional, caring, and responsive manner. - Complete commitments to perform research and follow-up. - Resolve open issues and log each contact, including information and resolution achieved, in the appropriate ticketing system. - E-mail & Chat Support - Perform as scheduled. - Answer and complete all assigned messages or contacts. - Ensure that all customer questions and issues are addressed in the reply. - Properly enter customer information and resolution in the appropriate ticketing system. - Skill Improvement - Continually strive to improve cognitive and customer service skills necessary to perform the job. - Achieve proficiency with supported products. - Demonstrate problem-solving ability and excellent verbal and written communication skills. - Read, review, and understand support resources provided by the contact center and its clients. - Attend all training classes and complete any assigned exercises. - Assist and educate customers with inquiries related to: - Software and hardware - Account management - Installation - Best practices - Focus on quality and customer satisfaction. - Clear and thorough documentation of customer interactions required. - Support inquiries include questions related to: - Hardware - Software - Wireless communications - OTAP (Over-the-Air-Programming) - Account management (billing) - Upgrades - Online orders - Industry events - Willing to fiercely advocate on behalf of and represent the Voice of the Customer. - Research and prepare detailed escalations to second level support. - Review, manage, and follow up on open issues as needed. - Project work that includes long and short-term initiatives. Qualifications - High school or equivalent. Requirements - Excellent interpersonal skills to establish and maintain effective relationships with customers, employees, superiors, and business contacts in a professional and courteous manner. - Excellent written and oral communication skills, including strong listening skills. - Intermediate to advanced computer skills with emphasis on Internet knowledge. - 1-2 years experience troubleshooting hardware and/or software, either remotely or onsite. - Experience working in a customer Support Center. - Experience working with Mobile Communications. - Experience working with Transportation. - Accounting or accounts receivable experience is a huge plus. - Must exhibit dependability, adaptability, and flexibility. - Ability to diagnose and troubleshoot issues. - Basic math skills. - Creative thinking and reasoning ability. Benefits - Opportunities for professional growth, development, and advancement within the organization. - 100% remote working employment model. - Shift differential pay applied to evening and weekend shifts. - Comprehensive training on hardware and software applications for qualified applicants. - Knowledge and experience relating to basic computer applications. - Competitive compensation and full benefits package for full-time employees. - Health, Dental, Vision, and Life Insurance Plans, 401K, and PTO.

• Provide day-to-day IT support for approximately 90 employees, handling 30–80 monthly support requests across a range of L1 technical issues • Serve as the primary helpdesk contact, delivering timely and effective support via phone, email, and messaging platforms • Administer and maintain Microsoft 365 environments, including Exchange, Teams, SharePoint, and Intune • Manage employee onboarding and offboarding processes, including account creation, license assignment, access provisioning, and equipment setup • Perform routine IT tasks such as password resets, email alias creation, user permissions, and basic system troubleshooting • Support device management, including configuration and maintenance of laptops and mobile devices • Assist with IT documentation, knowledge base development, and process improvements to enhance efficiency and user experience • Collaborate with internal teams and external IT vendors or managed service providers as needed • Maintain a high level of customer service, ensuring a positive and supportive experience for all employees • Identify opportunities to streamline IT workflows, improve systems, and enhance overall support operations

• Investigate and resolve escalated production issues impacting providers and patients. • Troubleshoot software systems backed by databases, using SQL queries to validate data, system behavior, and root causes. • Diagnose issues at the system level - including configuration, integrations, and workflow behaviour - not just restarting services, but understanding why something is failing. • Identify and replicate bugs, and escalate internally with clear documentation. • Support PACS, DICOM, and healthcare application workflows in a live production environment, and maintain SLAs for high-impact cases. • Document repeatable troubleshooting processes, system behaviours, and workarounds; contribute to process and tooling improvements. • Contribute to technical implementation projects, supporting PACS/RIS/EMR integrations and DICOM/HL7 configuration as needed. • Work cross-functionally with Engineering, Product, Account Management, and Technical Services to resolve complex issues.

Role Description This role is focused on helping Seeq’s global Technical Support organization scale its effectiveness, efficiency, and quality. You will build AI agents, workflows, and process automations that help make our world-class support team even more capable as we continue to grow our customer and user base. We are looking for an exceptional engineer who understands customer support operations, processes, and data and can: - Build AI-powered systems to improve support workflows end to end - Create actionable insights and recommendations that drive improvements You will work at the intersection of technical support, workflow automation, applied AI, analytics, and operational design to streamline how support work is routed, investigated, escalated, synthesized, and improved, with the direct goal of improving customer experience and satisfaction. What You Will Do - Build operations intelligence workflows that help Seeq’s Technical Support team act earlier, faster, and with better judgment. - Work closely with Technical Support Engineers, Support leadership, Product, Engineering, and Customer Success to understand how support works across regions, time zones, and escalation paths, then turn those insights into systems that improve the operation. - Design and implement workflows that reduce manual effort, improve consistency, and accelerate high-value support work across ticket triage, routing, knowledge retrieval, escalation preparation, case summarization, data gathering, and root-cause-oriented investigation. Examples of systems you may build or extend include: - AI-assisted ticket triage and routing - Case summarization and escalation preparation tools - Knowledge retrieval workflows for support engineers - Operational insights from ticket patterns, response trends, and escalation signals You understand that excellent support operations are about improving real workflows such as issue intake, customer communication, troubleshooting, handoffs, backlog management, and trend detection. You turn analysis into recommended actions for Support, Engineering, Product, and Customer Success. You will translate operational data into actionable intelligence, including support tickets, product usage context, case metadata, response patterns, escalation signals, and internal knowledge sources, delivering the right insights to the right people at the right time. You know how to apply modern AI and software tooling with rigor and judgment. You can identify where agentic systems genuinely improve throughput and quality, where deterministic automation is better, and how to combine the two safely in production support workflows. You will also help shape how Seeq operates in an AI-assisted world by creating systems, prompts, tooling, documentation, and conventions that make support workflows easier to execute correctly and easier to improve over time. Qualifications - Exceptional engineer with strong systems thinking and operational judgment - Experience building internal tools, workflow automation, operational analytics, or AI-powered systems - Deep understanding of human workflows and operations intelligence - Highly effective in Python and comfortable working across APIs, data pipelines, workflow systems, and applied AI tooling - Thoughtful about operational quality, clarity, observability, and maintainability - Strong in written communication, able to create documentation, playbooks, prompts, and operating conventions - Strong ownership and agency, capable of analyzing trends and carrying improvements through to production - Motivated by helping customer-facing teams succeed Requirements - At least 3 years of professional experience in software development, workflow automation, applied AI, analytics engineering, support tooling, or related technical work - Experience working with modern AI tooling, including LLMs, agentic workflows, prompt design, evaluation, and human-in-the-loop operational systems - Proficient in Python, APIs, and software development frameworks used to automate and operationalize complex workflows - Experience building production-grade internal tools and AI-powered systems - Strong understanding of technical support operations, ticketing and case management systems, escalation workflows, or other service operations environments - Highly effective at translating messy operational processes and data into scalable systems, actionable intelligence, and measurable improvements - Excellent problem-solving and analytical skills, with great attention to detail - Excellent communication and collaboration skills, able to work effectively in a cross-functional team environment Benefits - Competitive salary plus bonus incentives ($125,000 - 170,000 USD) - 12-week paid Seeq family leave - Unlimited PTO - Internet and mobile phone reimbursements - Medical benefits - Group term life insurance - Short-term and long-term disability insurance pre-tax benefits - Voluntary vision and dental (ortho) - Vacation bonus program - Employee Assistance Program - Generous home office allowance - Pet-friendly workspace - A supportive and collaborative team environment