Role Description The Client Support Engineer is responsible for diagnosing and resolving complex interoperability issues across the organization’s data exchange ecosystem. This role performs deep technical analysis of interoperability failures—including FHIR APIs, HL7 messaging, and network integration by analyzing logs, system behavior, and data flows. This position owns root cause determination, partners with Engineering and Product to drive resolution, and supports customer escalations alongside integration leadership. The role also contributes to operational improvement through knowledge sharing and light data analysis. Primary focus on two interoperability frameworks, with exposure to additional networks over time. Works across internal systems, external networks, and third-party partners. Operates in a fast-paced, issue-driven environment with a focus on reliability and resolution. Qualifications - Bachelor’s degree in computer science, Information Systems, Engineering, or related field or 3+ equivalent experience - Experience troubleshooting interoperability solutions, including: - FHIR APIs - RESTful APIs using oAuth - HL7 messaging troubleshooting interoperability solutions - SOAP APIs troubleshooting interoperability solutions - Experience analyzing logs and diagnosing issues in distributed systems - Experience executing queries (e.g., SQL) and working with data to support troubleshooting - Familiarity with interoperability platforms and tools (e.g., interface engines such as InterSystems, monitoring tools such as Datadog) - Strong analytical and problem-solving skills - GCP cloud experience Requirements - Diagnose complex interoperability issues across FHIR APIs, HL7 messaging, IHE Profiles, RESTful APIs, SOAP APIs, and network integrations (e.g., ITI-41, ITI-43, etc.) - Investigate issues such as API timeouts, latency, message delivery failures, and data inconsistencies - Trace issues end-to-end across systems, interface engines, and external partners - Analyze logs, payloads, and system behavior to determine root cause - Own and defend root cause conclusions - Differentiate between software defects, configuration issues, network failures, and external dependencies - Escalate complex or disputed findings through defined channels - Partner with Engineering to validate and resolve issues - Create clear, actionable Jira tickets with supporting evidence (logs, queries, payloads, impact) - Recommend improvements based on findings; Product drives prioritization and follow-through - QA product fixes to validate resolutions - Participate in customer escalation calls alongside Integration Manager - Provide technical insight and support during issue resolution - Translate technical findings into clear, understandable communication when needed - Execute basic queries and leverage existing reports to support troubleshooting - Identify trends or recurring issues where possible - Develop runbooks, playbooks, and knowledge articles for repeatable issues - Enable support teams to resolve recurring problems independently - Identify recurring patterns in interoperability issues and contribute recommendations for system and process improvements - Other duties assigned by leadership. Benefits - Comprehensive medical, dental, vision, and prescription coverage - Wellness program supporting overall well-being - Company-paid basic life and AD&D insurance - 401(k) plan with company match - Tuition reimbursement opportunities - Paid time off for vacation and illness - Six paid company holidays - Floating holiday - Company-paid training and computer equipment - Performance-based bonus program - Paid time off for volunteer activities - Employee referral bonus program - Career development and training opportunities, including leadership growth

• Provide advanced Level 3 technical support across a broad range of client environments. • Troubleshoot and resolve complex Microsoft 365, Windows, infrastructure, networking, and security-related issues. • Manage service desk tickets while maintaining high standards of documentation and ticket hygiene. • Deliver Level 1, Level 2, and Level 3 support as required. • Assist with project delivery, system implementations, client onboarding, and migration activities. • Develop, maintain, and improve technical documentation, knowledge bases, and standard operating procedures. • Identify opportunities to improve services through automation and operational efficiencies. • Support the development and optimisation of internal systems and business processes. • Act as a trusted technical advisor and escalation point, working closely with business leadership. • Build strong customer relationships through proactive communication and strategic technology recommendations. • Maintain regular communication with customers throughout the support lifecycle. • Contribute ideas that support business growth, scalability, and continuous improvement. • Stay up to date with emerging technologies and industry best practices.

Role Description Strengthen the financial accuracy behind complex global transactions while building expertise valued across international markets. The Client Services Support Group Analyst safeguards revenue, cash integrity, and stakeholder confidence through precise reconciliations and proactive issue resolution. This opportunity offers exposure to an award-winning financial services leader, long-term career growth with Emapta, and a top 1% experience designed for truly exceptional talent. Qualifications - At least 1 year of experience in the finance industry - Proven ability to consistently meet tight deadlines - Strong attention to detail and organizational skills - Excellent written and verbal communication skills - Ability to adapt to the changing needs of a growing business - Ability to represent the organization with professionalism and high ethical standards Requirements - Manage transfer fee reconciliation across all traded loan transactions. - Review and validate transfer fee information in ClearPar. - Record transfer fees accurately in internal systems and reconcile them with cash receipts. - Monitor transfer fee status and proactively investigate discrepancies. - Follow up with counterparties to collect outstanding transfer fee payments. - Escalate aged or disputed transfer fees to management when appropriate. - Maintain accurate transfer fee records and reporting data. - Review ClearPar transactions regularly to ensure transfer fee information remains accurate and complete. - Perform daily and monthly bank account reconciliations. - Investigate and resolve unreconciled cash items. - Manage open cash balances and unidentified receipts. - Liaise with Client Services and Finance teams to resolve outstanding reconciliation breaks. - Record all cash movements accurately and maintain appropriate audit trail documentation. - Prepare regular transfer fee reports and management information. - Analyze transfer fee collections, aged debt, outstanding balances, and revenue trends. - Assist with month-end and year-end reporting requirements. - Support internal and external audit requests related to transfer fee and cash reconciliations. - Identify operational inefficiencies and recommend process improvements and automation opportunities. - Maintain reconciliation procedures, documentation, and internal controls. - Assist with testing and implementing system enhancements impacting fee reconciliation and reporting. - Build and maintain effective relationships with internal stakeholders and external market participants. - Respond to reconciliation and transfer fee inquiries promptly and professionally. - Provide support and coverage across the wider Client Services function as required. - Escalate relevant issues to the Team Leader and Managers in a timely manner. - Perform due diligence to mitigate fraud, money laundering, and financial or reputational risks. - Take a minimum continuous leave of 10 business days each year, unless otherwise approved by management. Benefits - Day 1 HMO coverage with free dependent - Competitive Salary Package - Permanent WFH arrangement - Fixed weekends off - Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.) - Unlimited upskilling through Emapta Academy courses - Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer! - Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!) - Unlimited opportunities for employee referral incentives across the organization - Standard government and Emapta benefits - Total of 20 annual leaves to be used at your own discretion (including 5 credits convertible to cash) - Fun engagement activities for employees - Mentorship and exposure to global leaders and teams - Career growth opportunities - Diverse and supportive work environment

• Provide day-to-day management to a team of OnePACS Technical Account Managers (TAM) and Application Analysts (AA). • Define key success criteria for technical client health by working with OnePACS TAMs, Application Analysts, Operations, and Development teams to create measurable health scores. • Drive team development, including hiring, onboarding, career development, and performance management. • Lead, coach, and empower the TAM and AA teams to succeed in their roles and adopt best practices. • Assist the team in identifying technical inefficiencies for our clients and provide recommendations to enhance their use of our products. • Communicate and collaborate effectively with other functional leaders by solving business challenges together, identifying growth opportunities, and collaborating to drive efficiency and effectiveness across the organization, while focusing on support. • Maintain and own the technical relationship with the client leadership team for Experity’s clients. • Meet with the client’s structured professionals, such as COO, CFO, and CEO, regularly and build relationships at multiple levels. • Communication cadence to include attending Client Success Management's monthly business review meetings with the client’s management team and executive business reviews with the client’s structured professionals. • Serve as a top-line escalation point for incidents or escalations raised by managed accounts. • Partner with the wider Customer Success organization to identify, monitor, and report on trends. • Managing technical relationships with customer stakeholders. • Participating in QBRs/EBRs and customer reviews Driving account health plans and risk mitigation. • Supporting renewals and growth opportunities with SAE/CSM. • Acting as the primary technical escalation point. • Monitoring adoption, utilization, and customer outcomes. • Other duties as assigned.