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

• Investigate and troubleshoot complex customer-reported issues. • Replicate issues in test environments when needed. • Escalate unresolved issues to L3 support or engineering with detailed analysis. • Maintain ownership of escalated tickets until resolution and follow up with customers. • Analyze logs, databases, API calls, and system performance to diagnose issues. • Guide customers through advanced configurations or troubleshooting steps. • Work closely with Customer Success, Engineering, and Product teams to resolve issues. • Provide technical explanations and root cause analysis to both customers and internal stakeholders. • Document solutions and troubleshooting steps in the knowledge base. • Identify recurring issues and suggest fixes or product improvements. • Update internal and customer-facing documentation with best practices and solutions. • Contribute to automation and self-service resources to reduce ticket volume. • Provide timely and professional responses to technical inquiries. • Ensure customer issues are resolved within SLAs and escalate proactively if delays occur.

Title: Clinical Applications Analyst - Radiant Location: Job Description: Provides a variety of services and high level support for the analysis of mid complexity projects along with the support and maintenance of EHR applications that are affected. Successfully leads initiatives and projects with other staff. Subject matter expert in assigned applications and works to develop a breadth of knowledge across applications. Develops, implements, and presents educational programs for end users. Responsibilities include mid complexity issues; acting as the liaison between customer and support staff to resolve issues; understanding and adhering to service provider/customer chain of accountability that ultimately leads to the patient. This position must be highly responsive to customers and show an aptitude for the translation of customer requirements into feasible options within the application. Duties also include planning and implementing technology learning programs, and assessing users during technology learning programs for successful competence. Works under general supervision. - Epic Cupid and Epic Radiant experience preferred - Rotating On-Call Education Qualifications: Bachelor's degree in Information Services, Business, Healthcare or related field of study plus 2 years of experience in Information Services, Business Services, Healthcare or related field. OR Associates degree and 4 years of experience in Information Services, Business Services or Healthcare. OR 6 years of experience in Information Services, Business Services or Healthcare. Licensure/Certification Qualifications: Epic Radiant Certification Preferred FTE: 1 Possible Remote/Hybrid Option: Remote Shift Rotation: Day Rotation (United States of America) Shift Start Time: 8:00 AM Shift End Time: 4:30 PM Weekends: Holidays: No Call Obligation: Yes Union: Union Posting Deadline: Compensation Range: $66,539.20 - $99,819.20 Employee Benefits at Essentia Health: At Essentia Health, we're committed to supporting your well-being, growth, and work-life balance. Our comprehensive benefits include medical, dental, vision, life, and disability insurance, along with supplemental options to fit your needs. We offer a 401(k) plan with employer contributions to help you plan for the future, and we invest in your professional development through training, tuition reimbursement, and educational programs. To help you thrive both at work and at home, we provide flexible scheduling, generous time off, and wellness resources focused on your physical, mental, and emotional health.