• Serve as the first point of contact for customer questions and issues across the Impruvon platform and hardware products. Common support topics include: • Medication administration and eMAR: Questions and issues related to medication records, order display, scheduling, and administration workflows. • Pharmacy order assessment: Helping to resolve potential issues with incoming pharmacy order data. • Hardware devices: Ensuring connectivity, access, and operational issues with platform-connected hardware. • User access and account management: Login troubleshooting, working with external organizations to troubleshoot SSO-related issues. • Platform navigation and feature guidance: Developing a deep understanding of the platform to discover actual software bugs vs. user training gaps. • Respond to tickets, emails, and calls with empathy, professionalism, and a customer-first approach. Recognize when an issue reflects a deeper training need rather than a technical glitch and communicate that clearly and supportively to both the customer and the Customer Success Manager. Troubleshoot and resolve issues by following established processes, escalating complex or unresolved cases as needed. Take full ownership of customer cases until resolved or properly handed off. Ensure timely follow-ups and closure of support tickets within defined SLAs.

• Provide in-depth technical support via support tickets and Slack messages, resolving complex user-reported issues and ensuring high-quality customer interactions. • Debug, reproduce, and troubleshoot software bugs and usability problems. • Design and build internal tools and automations to scale support operations. • Represent Anysphere in technical conversations with enterprise users and developers. • Partner with Product and Engineering to escalate critical issues and feed insights into the roadmap. • Maintain and expand user-facing documentation and internal knowledge bases to empower both customers and teammates.

• Develop and implement processes delivery processes for future AP1000 plant deployment. • Develop and implement commissioning plans, procedures, and test protocols for nuclear systems and components. • Develop pre-operational and startup testing, including system turnover packages following engineering specifications. • Support Factory Acceptance Testing (FAT) and Site Acceptance Testing (SAT) activities. • Coordinate with cross functional teams to ensure readiness for commissioning. • Identify, document, and resolve deficiencies, non-conformances. • Ensure compliance with nuclear safety standards, NQA-1 quality requirements, and regulatory bodies (e.g., NRC, IAEA). • Review and verify system design documents, drawings, and specifications.

Role Description Join the Technical Support team, where you will be at the forefront of delivering exceptional customer service to clients worldwide. You'll join a dynamic Technical Support team dedicated to resolving issues quickly, accurately, and with empathy. Your role encompasses: - Answering product queries - Troubleshooting email delivery issues - Escalating complex concerns to the appropriate teams This position will be fully remote, covering the Pacific Time Zone. Your Impact - Delight Clients: Respond to client inquiries via Zendesk, resolving issues quickly, ensuring each interaction exceeds expectations. - Contribute to Team Excellence: Collaborate on process improvements, share insights, lessons learned, patterns in tickets, and innovate solutions that enhance the support experience. - Relationship Building: Friendly with a professional demeanor, ensuring that the customer's success is our success, and can easily build trust and positive rapport through helpful service. - Collaboration: Work cross-functionally to gather knowledge and share it in accessible formats for the broader team, enhancing overall efficiency. Qualifications - You are a maven in customer support, driven by client satisfaction and product adoption. - You have at least 1 year of professional Technical Support, Customer Service, Implementation or Success experience, preferably in business end-user troubleshooting, and within a SaaS environment. - You are an excellent communicator, able to convey complex technical concepts into clear, actionable information. - You are quick on your feet, resourceful, tenacious, and leave no stone unturned when problem-solving independently. - You value accuracy and organization, ensuring tickets are updated well to fully capture client issues and resolutions. - You are patient, personable, and have a great sense of humor. How You Can Stand Out - You have experience managing and troubleshooting email platforms and external email sending, including Outlook and Gmail. - You are familiar with or have had hands-on experience with various web-based support tools, such as Zendesk, Linear, Notion, etc. - You have experience with AI, able to effectively prompt, interpret, and humanize responses. - You are proficient with HTML and JSON analysis. Benefits - 100% employer-paid benefits + a Health Spending Account from day one. - Work from anywhere in the world for up to 4 weeks. - Stock option plan - own a piece of our success. - Generous vacation package to recharge and relax. - Personal development budget to fuel your growth. - One personal day and one volunteering day to give back to the community. - Your Birthday off—celebrate on us! - Five health days per year to stay at your best. Compensation & Work Details The base salary range for this role is $55,000 - $65,000 CAD. In addition to base salary, compensation is thoughtfully determined based on your experience, skill set, and alignment with our internal compensation framework and internal equity. This is a backfill position that will support the Pacific Time Zone and will be fully remote. Company Description Imagine being part of a team of brilliant minds, all shaping the future of workplace communication. Here at ContactMonkey, we’re not just sending out traditional emails with our internal comms software; we’re changing the way companies connect and communicate with their people. - Ranked by the Globe & Mail as one of Canada’s fastest-growing companies. - Recognized in 2023, 2024 and 2025 Deloitte Technology Fast 50™ awards for revenue growth over the past four years. - Recognized in 2023, 2024 and 2025 Deloitte Technology Fast 500™ as one of the fastest-growing companies in North America. - Raised $55 million Series A financing in 2023.