Technical Support Engineer

Interfaceware, Inc.; Toronto; Remote; CAD 60,000 - 85,000; Full time

Job summary

A leading company in healthcare IT, iNTERFACEWARE Inc. seeks a Technical Support Engineer to resolve client issues and enhance customer satisfaction through proactive support and monitoring. Ideal candidates should possess technical expertise and effective communication skills while thriving in a virtual work environment.

Benefits

3 weeks holiday to start

100% virtual work environment

Comprehensive health and wellness benefits

Commitment to nurturing and training employees

Qualifications

• Post-secondary education or equivalent in Engineering, Computer Science, IT, health informatics, or mathematics.
• Knowledge of programming languages (Lua, SQL, XML, Python, JavaScript, HTML, Java).
• Strong interpersonal skills and effective team player.

Responsibilities

• Resolve client issues via email, phone, and video.
• Perform triage on customer support tickets and take full ownership.
• Assist with customers' transfer requests and maintain training documentation.

Skills

Programming languages

System networking

Problem solving

Interpersonal skills

Communication

Education

Post-secondary education in technical field

Job description

Reporting to the Vice President of Customer Solutions, the Technical Support Engineer will resolve client issues via email, phone, and video while proactively finding ways to prevent future issues through proactive support and monitoring.

We’re looking for a creative problem-solver with a client-first mindset who thrives on collaboration, but can also excel independently. If you’re motivated by troubleshooting and delivering effective solutions, we’d love to hear from you.

Key Responsibilities:

• Receive and perform triage on all incoming customer support tickets.
• Take full ownership of customer issues without supervision.
• 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 fourcalls per year on average).

What You’ll Bring:

• Post-secondary education or equivalent experience in a technical field such as, Engineering, Computer Science, IT, health informatics or mathematics.
• Knowledge in one or more programming languages (Lua, SQL, XML, Python, JavaScript, HTML, Java) with an understanding of system networking (HTTP, TCP/IP, SMTP, FTP, SSL).
• An interest in applying critical thinking, problem solving and understanding of issues from both business and technical perspectives.
• Strong interpersonal skills and effective team player with strong verbal/written communication skills.
• Valid passport and drivers’ licenses for business related travel to US, Canada and EU.

About iNTERFACEWARE
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 Core Values

• 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.

Our Work Environment

• We value a work-life balance - you get 3 weeks holiday to start.
• 100% virtual work environment - our staff often work in fun sunny places!
• Comprehensive health and wellness benefits package.
• We are committed to nurturing and training our people.

iNTERFACEWARE is an equal opportunity employer committed to providing accommodations for persons with disabilities and supporting diversity and inclusion within our work environment. If you are contacted for a job opportunity, please advise us of any accommodation needed to ensure you have access to a fair and equitable interview process.