• Provides advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service • Identifies and troubleshoots advanced technical problems, and provides timely and effective solutions to customers • Communicates technical solutions to non-technical customers in a clear and concise manner • Escalates complex issues to higher-level team members as necessary customer interactions and technical issues in a customer relationship management (CRM) system • Provides feedback on product improvements and enhancements based on customer feedback and technical issues • Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborates with other departments as needed to resolve customer issues • Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times • Adheres to company policies and procedures • Meets or exceeds performance targets for related KPI’s • Performs other duties as assigned

Title: Technical Support Analyst - Bilingual/French (Tu-Sa 5:00a-1:30p) Location: Remote, Remote, US Job Description: Who is ScriptPro? Salary:$24.00 Hourly Who is ScriptPro? Imagine working at a place where innovation meets impact, and every day brings new opportunities to revolutionize the pharmacy industry! At ScriptPro, you’ll be part of a dynamic team that’s at the cutting edge of technology, creating solutions that make a real difference in people’s lives. ScriptPro develops, sells, and supports state of the art robotics and services in thousands of pharmacy settings around the United States and Canada. As a technical support professional in ScriptPro’s Customer Service department you’ll constantly learn about new products and systems. No two days are the same, every day brings new challenges and opportunities to solve problems in a fast-paced environment. You’ll troubleshoot and resolve technical issues related to software and hardware systems. This team equips our analysts with the tools and knowledge to make decisions and resolve issues on the first call. Job Summary: The bilingual Technical Support Analyst is responsible for responding to inbound customer service calls to provide remote support problem resolution with the highest level of professionalism and courtesy. Responsible for opening service requests in a ticketing system that allows for organizing, tracking, and escalating of customer inquiries that range from general “how to” questions to more advanced technical issues. The Technical Support Analyst may also assist with customer support projects and/or research projects, as needed. This is a remote work from home position regardless of location. There will be required 3 week onsite training at our headquarters in Mission, KS. Reporting Relationship: Supervisor, Technical Support Shift: Tuesday through Saturday 5:00am - 1:30pm CST. This role is primarily performed remotely, though Kansas City Metro employees may be required to work on-campus periodically according to business need. Regular, punctual, and predictable attendance is an essential function of every job at ScriptPro. Scope of the Role: - Analyze, troubleshoot, maintain, and repair ScriptPro systems, hardware, and computer peripherals - Maintain, upgrade, or replace software systems and provide hardware support - Support and maintain user account information including rights, security, and systems groups - Maintain progressive knowledge of ScriptPro systems - Perform other duties as assigned Required Qualifications: - Requires a minimum of an Associate’s degree in an engineering or technology related field or a Bachelor’s degree or equivalent, or 2 years of related experience - Proficient in written and verbal French communication - Basic Windows OS Knowledge (XP/7/10/11) - Requires working knowledge of desktop and peripheral troubleshooting - Preferred familiarity with a ticketing or service desk software application and SLA driven resolution times - Problem solving and analytical skills - Positive attitude, drive and tenacity - Excellent customer service skills - Excellent written and verbal communication skills - Ability to multitask with varying priorities and attention to detail - All candidates must possess a valid driver’s license and be willing to travel by air for work-related duties if located outside the area Preferred Skills: - Knowledge of ScriptPro systems - Experience in pharmacy Remote Work Requirements: - Must have high-speed reliable internet access with a hard-wired connection - Must have a distraction free home office workspace - Must be willing to participate in video virtual meetings (camera on) Compensation and Benefits: The compensation range for this role has been established at $24.00 hourly or $50K annually. We also offer $2.50/hour in leu of benefits for Canadian employees. The final agreed-upon compensation is based on a number of factors, including but not limited to: individual education, qualifications, skills, prior work experience, competencies, and geographic work location. The above compensation range represents the Company’s good faith and reasonable estimate of the range of possible compensation at the time of posting. At ScriptPro, we believe that our employees are our greatest asset. That’s why we are committed to fostering a workplace that prioritizes and enhances your personal well-being. - Paid Time Off (PTO), Parental Leave, nine (9) paid holidays, paid volunteer hours, Employee Assistance Program Employment Conditions: It is ScriptPro's policy to run a comprehensive background check post job offer and you must be able to obtain Department of Defense security clearance after date of hire. See Standard Form 85 to preview requirements. This position includes responsibilities for ensuring compliance with cybersecurity and privacy policies to support the safeguarding sensitive data, including personally identifiable information (PII) and Protected Health Information (PHI). Completion of annual cybersecurity and privacy awareness training is required, as the role aligns with the organization’s security posture and risk management practices. All duties are defined in accordance with standardizations to ensure consistency and accountability of the policies.

Role Description We’re looking for a Technical Support Manager / Founding Support Lead to own technical support for developers and product teams using Runware’s AI inference platform. This role focuses on diagnosing and resolving technical issues, supporting API integrations, and acting as a key escalation point between customers, engineering, and upstream providers. The role is critical to maintaining platform reliability, customer trust, and a high-quality support experience at scale. In addition to hands-on technical support responsibilities, this person will play a key role in helping build and scale Runware’s support function. This role is ideal for someone who enjoys building systems and teams from scratch. Initially, the role will be highly hands-on, focused on customer support, technical investigations, and establishing scalable support processes. As the function grows, you will have the opportunity to help build and lead the support team. What You’ll Do - Act as the primary technical escalation point for customer issues related to APIs, platform behavior, reliability, and performance. - Investigate logs, metrics, traces, and customer reports to identify root causes and drive resolutions. - Work closely with Engineering, Product, Customer Success, and Partnerships to resolve issues and improve customer experience. - Communicate clearly with customers during incidents, escalations, and technical investigations. - Create and improve support documentation, troubleshooting guides, playbooks, and knowledge base content. - Identify recurring issues and drive improvements to tooling, processes, automation, and customer self-service. - Help establish support processes, escalation workflows, KPIs, and operational standards. - Contribute to hiring, onboarding, mentoring, and future growth of the support team. Qualifications - Experience in Technical Support, Support Engineering, Solutions Engineering, SRE, or similar technical customer-facing roles. - Strong troubleshooting and debugging skills, including APIs, JSON responses, HTTP errors, logs, and distributed systems. - Ability to independently investigate complex technical issues and collaborate closely with engineering teams. - Comfortable reading application code, understanding backend logic, and working with server-side technologies such as Java, PHP, Golang, Python, Node.js, or similar. - Strong written and verbal communication skills and the ability to manage multiple customer issues simultaneously. - High level of ownership and a track record of improving processes, documentation, or operational workflows. - Interest in helping build and eventually lead a growing support organization. Strong differentiators - Experience supporting AI/ML platforms, developer tools, APIs, infrastructure, or SaaS products. - Experience building or scaling support functions, processes, or teams. - Experience mentoring or managing technical support engineers. - Hands-on coding experience, ideally with full-stack development, allowing you to independently investigate issues, reproduce bugs, and better collaborate with engineering teams. - Comfortable discussing technical trade-offs involving performance, reliability, and scalability. - Experience working in distributed teams across multiple time zones. Tools & systems exposure - Support platforms: Zendesk, Intercom, Jira, Linear, GitHub Issues, or similar. - Monitoring & debugging: Datadog, Grafana, logs, metrics, dashboards. - Documentation: Notion, Confluence, GitHub Docs. - APIs & developer tools: Postman, API debugging, JSON responses, HTTP status codes. Time zone & location guidance We’re looking for coverage preferably outside Europe working hours, with 3–4 hours of overlap with the Europe team. We’re a remote-first collective, meeting in person twice a year to plan, brainstorm, celebrate wins, and enjoy some face-to-face time. We have core hours for cooperative working and calls, but outside of that your calendar is yours. Work the hours that let you perform at your peak while also building a healthy life. Our release cycles are fast and intense, but they’re followed by real downtime. After big pushes we expect the team to unplug, recharge, and come back ready & stronger than ever for the next leap. Benefits - Generous paid time off – vacation, sick days, public holidays. - Meaningful stock options – share in the upside you create. - Remote-first setup – work from home anywhere we can employ you. - Flexible hours – own your schedule outside core collaboration blocks. - Family leave – paid maternity, paternity, and caregiver time. - Company retreats – twice-yearly gatherings in inspiring locations.

Level 1 Technical Support Specialist - Ottawa, ON HybridProfessional ServicesFull time Ottawa, Ontario, Canada Location: Ottawa ON CA Job Description: Level 1 Technical Support Specialist - Ottawa, ON At March Networks, our goal is to create a positive working environment where all of our employees can thrive. When you join our team, you’ll enjoy flexibility and support for a healthy work-life balance, as well as the professional development opportunities needed to advance your career. You’ll be part of a growing global technology company that encourages teamwork and innovation, and where friendships are forged with colleagues all over the world. At March Networks, we value your hard work, creativity and your passionate desire to deliver only the best to our customers, partners and each other. Opportunity: You will be part of our Ottawa team providing Level 1 Technical Support to March Networks Customers primarily in the Latin American region. You will become an expert with our exclusive suite of Digital Video Recorders, Cameras and Video Management Software, and will be integral to our customers’ satisfaction. Your exemplary communication skills, eagerness to master new technologies, and enthusiasm to support our market leading products will make you the ideal candidate. Duties and Responsibilities: · Provide Level 1 Technical Support to March CSPs, End Customers, Incident Investigators, Sales Engineers, and Sales Managers via phone, chat, and email · Foster trust and build strong relationships with Customers and Sales Engineers · Maintain a high level of professionalism and manage customer expectations under multiple scenarios · Adapt quickly and frequently to changing priorities as Critical Customer issues occur and work closely with other teams to drive solutions for issues · Provide RMA (return material authorization) services for March Networks hardware · Maintain accurate and timely records of all Customer communications in Salesforce · Investigate and characterize problems in an attempt to reproduce Customer problems in the March Networks lab applying product knowledge, problem characterization techniques, and log analysis · Perform remote diagnostics and occasional onsite troubleshooting to resolve Customer issues · Participate in after hours on-call rotations for 1-week durations · Create knowledge base articles to document solutions · Develop expertise and maintain strong analytic and troubleshooting skills with March Networks recorders, encoders, cameras, and third-party cameras · Develop expertise and maintain strong analytic and troubleshooting skills with March Networks software and firmware · Develop expertise and maintain strong analytic and troubleshooting skills with third party software and technologies Working Conditions: · Hybrid environment – 3 days onsite in Ottawa · Openness for potential travel is an asset · Must be fluent in Spanish serving our Latin American customers Qualifications: · University Degree in Engineering or Technology or College Diploma · Minimum 1 to 2 years of relevant work experience · Excellent communication skills in English with the ability to communicate with customers in their preferred language (knowledge of French, or Hindi an asset) · Proven customer service and business acumen · Prior experience in the security industry · Ability to adapt to a changing environment and handle multiple priorities - Strong analytic and troubleshooting skills including: - Windows Server 2012, 2016 and 2019 maintenance and application troubleshooting - Windows 10 operating system and application troubleshooting - Linux administration and troubleshooting - IP network and routing troubleshooting - Wireless network troubleshooting - Computer hardware troubleshooting - Security and firewall troubleshooting Assets: · Experience with digital video recorders and CCTV surveillance technologies · Experience with analogue and IP cameras · Active Directory administration and troubleshooting · VMWARE administration and troubleshooting · CompTIA A+ or related certification · Cisco CCNA or related certification · Microsoft certification March Networks is an equal opportunity employer and supports a diverse workforce. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Applicants can make their accommodation needs known to us in their cover letter. Please note March Networks does use AI as part of the recruitment process. Hiring salary range for this position is between $75,000 - $85,000. This is an existing vacancy with one opening. Benefits Why Work at March Networks? · Competitive salary · Medical/Dental benefits offered immediately from Day 1 · EAP access · Professional development support · Company holiday closure