Canada onlyReporting to the Vice President of Customer Solutions, this role goes beyond traditional support—you’ll diagnose and resolve customer issues while proactively identifying ways to improve system reliability to prevent future issues. This is an ideal role for someone who thrives on troubleshooting, enjoys working with code and data, and takes ownership from problem to resolution.
Key Responsibilities:
- Take full ownership of customer issues without supervision.
- Receive and perform triage on all incoming customer support tickets.
- Resolve technical issues in a timely manner, providing exceptional customer support from beginning to end.
- Develop and maintain excellent relationships with all our existing and future customers.
- Help in continuously improving the support service to maintain a high level of customer satisfaction.
- Assist with customers with transfer request and initial setup.
- Assist with the development and maintenance of IguanaX online training and documentation.
- Night and weekend on-call duty required: Be part of a 24/7 team that provides on-call support. Very rarely fielding an off-hours emergency call (less than four calls per year on average).
- Hands-on experience with one or more programming or scripting languages (e.g., Python, JavaScript, Lua, SQL, XML) and a solid understanding of networking fundamentals (HTTP, TCP/IP, SMTP, FTP, SSL).
- Post-secondary education or equivalent experience in a technical field such as Computer Science, Software or Computer Engineering, Health Informatics, or a related discipline.
- Strong critical thinking and problem-solving skills, with the ability to analyze and troubleshoot issues from both technical and business perspectives.
- Strong communication and interpersonal skills, with the ability to collaborate effectively and clearly explain technical concepts.
- Valid passport and driver’s license for business-related travel within Canada, the US, and the EU.
For over 20 years, iNTERFACEWARE Inc. has been the backbone of healthcare IT. We’ve successfully completed over 26,000 implementations, making our integration solutions more powerful and widespread than any other platform in the healthcare ecosystem. Our technology enables organizations to exchange data effortlessly and streamline workflows, helping to improve efficiency across the healthcare industry and beyond.
Our Work Environment
- We prioritize work-life balance — starting with 3 weeks of vacation.
- 100% remote — work from wherever you feel your best (yes, even somewhere sunny).
- A comprehensive health and wellness benefits package.
- A strong focus on learning, growth, and supporting our people.
- We value communicating well, being kind unto others, choosing to be vulnerable and always being honest.
- We focus on understanding the core of problems from first principles without being afraid to question received wisdom.
- We approach problem solving iteratively, simplifying not complicating.
- We embrace curiosity, with an interest in understanding business and technology.
- We prioritize the use of code in everyday data solutions.
- We work hard to make solutions that we can be proud of and use ourselves.
