• Act as the escalation point for complex customer issues, identifying mitigation, workarounds, or safe fixes • Reproduce issues and analyze contributing factors across code, configuration, and data • Dive into production code (JavaScript, Ruby) and databases (Postgres) to investigate and validate problems • Produce clear incident summaries, root cause documentation, and engineering-ready handoff packages • Partner with the AI development team to guide the evolution of internal support tools • Collaborate with Support and Engineering teams to improve workflows, tooling, and customer outcomes

• 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.

• Support customers with operational and technical questions related to the FL3XX platform • Investigate and troubleshoot reported issues • Assist customers and partners with API and integration-related inquiries • Analyze logs, requests, payloads, and platform behavior to help identify root causes • Coordinate closely with Product, Engineering, and Customer Success teams • Clearly explain technical topics to both technical and non-technical users • Help document recurring issues, workflows, and best practices • Contribute to improving the overall customer support experience

• Handle inbound and outbound customer communication via phone, chat, and email • Resolve customer inquiries with clarity, accuracy, and a positive attitude • Document interactions, tickets, and updates in the client’s support system • Follow established procedures and escalate issues when necessary • Maintain product knowledge and stay updated on client guidelines • Coordinate with internal teams or client contacts to ensure timely resolutions • Support customers across industries such as e-commerce, SaaS, services, and retail