Role Description As an Integration Support Engineer, you will drive the efficiency and effectiveness of our integration support function while delighting our clients with your domain expertise and quick response. You will collaborate with Client IT teams, as well as our Customer Success, Data Engineering, Network Operations, and Development teams, to ensure smooth, scalable, and compliant data integrations. Your experience with EMR and RCM integrations (including database extracts, HL7v2, and/or FHIR), process improvement, and client communication will be key to our success as we scale our solutions. This role is fully remote within the US What You’ll Do - Prioritize a quick response and consistent delivery on SLAs to ensure - and - exceed user satisfaction. - Maintain detailed system documentation, including interface specifications, data flow diagrams, and integration architecture. - Support and improve technical support workflows and documentation to set us up for scale and a proactive approach to support. - Help to develop repeatable strategies and playbooks. - Improve integration methods by sharing client feedback and new technology trends. - Proactively monitor integration health to detect and resolve issues before they impact clients. - Manage and troubleshoot integration errors and downtime events. - Own proactive communication with clients and internal stakeholders regarding platform downtimes, integration defects, integration errors, and other operational issues. - Act as liaison between the Customer Operations and Engineering, escalating complex issues, building better workflows, and identifying product improvements. - Triage and assign out incoming requests. - Efficiently troubleshoot and resolve all customer inquiries while upholding our customer centric values. - Ensure compliance with industry regulations and data security best practices. - Participate in on-call coverage rotation during weekends, holidays, and other maintenance and support events. Qualifications - Experience supporting the integration support function, which includes: - Responding to proactive monitoring systems. - Following incident resolution and client communications SOPs. - Coordinating cross-functional teams to ensure efficient, scalable support and regulatory compliance. - Delivering on SLA performance to drive and exceed user satisfaction. - Helping develop SOPs and playbooks when gaps exist, ensuring repeatable and reliable processes. - 2+ years experience in EHR healthcare integration (technical) roles, with hands-on key experience with database extracts, HL7v2 interface support, and/or FHIR. - Demonstrated experience writing and optimizing complex SQL queries, including multi-table joins, data validation, root cause analysis, and troubleshooting of complex data integration issues. - Demonstrated ability to manage technical challenges with a hands-on approach, whether working independently or collaborating with engineering teams. - Strong communication skills with the capacity to translate complex technical issues for non-technical stakeholders. - A proactive self-starter with an ownership mindset. - SHIFT: Open to working 11am to 8pm ET shift, Monday through Friday and a rotational shift ~every 5-6 weeks for holidays/weekends as needed. Nice To Haves - Certification in integration engines (Rhapsody, Mirth Connect, Epic Bridges, etc) or healthcare interoperability standards (HL7v2, FHIR, etc). - Knowledge of hospital revenue cycle management (RCM) and clinical charge capture workflows. - Technical proficiency with Cerner CCL or Epic systems, including revenue cycle modules, Clarity, and Chronicles reporting. - Certification in lean six sigma or other process improvement credentials. Our Tech Stack - AWS - Python - Snowflake - JIRA - Salesforce - Figma - Rhapsody - Hex Compensation $135K-$150K + benefits Benefits - Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan. - Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents. - Remote-First Team – Work from anywhere in the U.S. - Unlimited PTO & 10 Holidays – So you can relax and recharge. - 401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Fidelity with a 4% match. - Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters. - Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues.

• Serve as clients’ primary point of contact for all things requests, process updates, and troubleshooting. • Monitor Valon’s Client Support inbox and coordinate across business units to address client needs according to relevant SLAs. • Respond to written and verbal client inquiries. • Document paths toward resolution in order to ensure efficiency in resolving similar future requests. • Update relevant materials for monthly MBR meetings with clients and internal subject matter experts. • Coordinate and manage end-to-end client onboarding processes. • Develop scalable processes and templates in anticipation of further team and client-base growth. • Manage all processes related to FNMA Loan Quality Connect. • Coordinate in-person on-sites and assist with preparing relevant diligence materials and requests in advance. • Other duties as assigned.

Role Description For this role you should be a leading Technical Support Engineer, experienced in technical support of complex technologies in challenging global environments. As part of the Support team you will be responsible for ensuring that the customer experience remains positive throughout the lifecycle of their support interactions. You are likely to already be an expert in your field, the individual your colleagues come to for assistance and the individual that customers ask for when they're in difficult situations. This is a remote-based position located in Australia. Specific responsibilities will include: - Working a customer-facing third-tier support queue. - Deep diagnosis of customer issues, including lab reproduction and source-code analysis. - Quantifying customer impact and prioritizing solutions both within and external to the Support team. - Engaging with both customers and the Sales organization through email, telephone and remote management sessions (e.g. WebEx, Zoom, GotoMeeting). - Engaging with Engineering teams to provide prompt and high-quality workarounds and solutions. - Identifying, qualifying and documenting product, hardware, software and process improvements. - Developing Support processes, tools and documentation to further grow the Support organization. - Developing customer-facing content (e.g. knowledge-base, how-to guides). - Limited on-call/out-of-hours support for weekends/national holidays. - Collaborate with your colleagues on investigations and escalations. - Being the embodiment of a team player; cross functional collaboration and communication is vital. Qualifications - Strong experience supporting an international customer base. - At least 5 years working in a technical support and/or escalation engineer role. - Experience in diagnosis and resolution of complex customer issues. - Expertise in Linux-based systems, their management, operation and application stacks. - Good understanding of current security technologies and risks. - Excellent understanding of TCP/IP network protocol suite including packet capture analysis. - Basic understanding of SQL and non-SQL databases. - Able to work as part of a geographically dispersed global Support team. - Initiative to proactively identify new issues and drive their resolution. - Some exposure to virtual environments. - Some exposure to cloud environments and support of cloud/SaaS applications. Desired Experience - Scripting/programming, especially in Python and the bash shell. - Design and understanding of enterprise and data-center networks. - Proactively identify problem areas and be responsible for driving their resolution. - Good understanding of SQL and non-SQL databases. - Good understanding of virtual environments. - Good understanding of cloud environments. - Experience in security appliances and security software. - Experience in data interchange between dissimilar systems. Benefits - Competitive base pay. - Incentive plan eligibility. - Participation in the employee equity plan (stock options). - Health care insurance. - Income protection/life insurance. - Access to retirement savings plans. - Behavioral & emotional wellness services. - Generous time away from work. - Comprehensive employee recognition program. Company Description Vectra® is the leader in AI-driven threat detection and response for hybrid and multi-cloud enterprises. The Vectra AI Platform delivers integrated signal across public cloud, SaaS, identity, and data center networks in a single platform. Powered by patented Attack Signal Intelligence, it empowers security teams to rapidly prioritize, investigate and respond to the most advanced cyber-attacks. With 35 patents in AI-driven threat detection and the most vendor references in MITRE D3FEND, organizations worldwide rely on the Vectra AI to move at the speed and scale of hybrid attackers. Vectra AI is the leading innovator in real-time detection of in-progress cyber attacks. The Vectra Cognito platform continuously monitors customer environments to automatically detect any phase of an on-going cyber attack. Vectra AI won the Best of Black Hat Award for “Most Innovative Emerging Company” and the SC Award “Best Customer Service”. Vectra is committed to creating a diverse environment and is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

• Carry out the implementation of our systems with clients, ensuring installation, configuration and testing processes are executed and that the contracted modules are successfully operationalized. • Provide initial and refresher training on the use of our systems to clients, taking responsibility for the end-to-end process. • Test implementation modules and the features offered by each version before they are released and deployed. • Manage implementation-related documentation, ensuring that all agreements, reports and other documents are validated and signed, thereby confirming service delivery. • Provide technical support, from basic to advanced levels, to Inovadora's clients via phone, email, chat or corporate WhatsApp, identifying issues and assisting in their resolution. • Create service tickets for support interactions, recording client requests in detail as well as system defects and issues, and routing those that require assistance from other areas for resolution. • Monitor open tickets, ensuring clients receive timely updates on their requests within agreed timeframes. • Provide technical support to Inovadora's partner resellers, addressing questions about system implementation and usage. • Conduct client visits to closely monitor their interaction with and satisfaction regarding our solutions.