[Hiring] Technical Support Engineer @iNTERFACEWARE

Role Description

Our Customer Solutions team is growing, and we’re looking to add a Technical Support Engineer! If you enjoy solving complex technical problems, collaborating with customers, and using your creativity to troubleshoot and deliver effective solutions, this could be a great fit.

Reporting 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).

Qualifications

• 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.

Benefits

• 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.

Company Description

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.

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.