• 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

• Provide technical support and troubleshooting to end-users from a remote location. • Resolve software/hardware/network issues, answer support requests, and ensure users have reliable access to the systems they need. • Respond to help requests via email, chat, phone, or help-desk ticketing system. • Troubleshoot problems with operating systems, software applications, hardware, and network connectivity. • Guide users through step-by-step solutions (remote desktop, instructions, or resources). • Escalate complex or unresolved issues to senior technicians or specialized teams. • Log and document each support request, resolution steps, and outcomes. • Maintain and update support knowledge bases, FAQs, or documentation. • Provide follow-up to ensure the users issue is resolved. • Occasionally assist with software installs, updates, or user account setups.