Role Description Exeevo is looking for a Technical Support Engineer to join the team. About the Team: - Our dedicated support team is the backbone of our commitment to an exceptional customer experience. - We are a skilled and customer-focused group passionate about providing timely and effective solutions to our users. What You'll Do: - Serving as the go-to expert for the Microsoft Dynamics 365 CRM platform. - Providing in-depth support for Dynamics CRM entities, workflows, configurations, reporting, dashboards, and security models. - Taking ownership of technical issues, thoroughly understanding customer needs, and effectively utilizing the escalation process for complex resolutions. - Managing and prioritizing diverse support requests from a large user base with meticulous attention to detail. - Troubleshooting and resolving incidents and problems via phone, email, and remote meetings within defined SLAs. - Collaborating closely with engineering and product delivery teams to gain a deep understanding of product functionalities and project requirements. - Potentially contributing to project management and support service management activities. Qualifications - 3+ years of proven functional expertise in Microsoft Dynamics CRM. - Bachelor's degree in any field, and preferably holding or currently pursuing Microsoft Dynamics CRM certifications. - Demonstrated experience in user configurations and data import/export processes in Microsoft Dynamics CRM. - Experience in a customer-facing support role with a strong customer service orientation. - Professional proficiency in English, with excellent interpersonal and communication skills, capable of interacting effectively with individuals at all levels. - Familiarity with XRM Toolbox (a plus). - Proficiency in debugging applications. - Fundamental understanding of database technologies. - Advanced proficiency in Microsoft Excel (formulas, pivot tables).

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.

• 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.