**About Us** Helpware is a technology\-driven company with a global presence across several countries, including the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines. We specialize in offering top\-notch Customer Experience and Operational Support to modern businesses. Our team of experts is committed to delivering exceptional services to our partners, leveraging our skilled teams, cutting\-edge solutions, and advanced technologies to provide the highest value. **Position Overview** Our client connects patients, doctors, and developers to accelerate healthcare innovation. As an Advanced Technical Support, you will deliver world\-class support to our customers. **Primary Responsibilities:** * Be the Electronic Health Record (EHR) integration expert and monitor sync stability for customers and partners * Find the root cause of a customer’s issue, map the issue to the associated area of the product, and provide reproducible steps to engineering teams * Be a resource \- you will provide cross\-functional front\-line team members with support in resolving customer issues, translating technical concepts into a more digestible manner, and expanding internal knowledge * the voice of the customer \- listen, understand the root of the customer’s problem, and use data to analyze feedback and improve how we work * Share knowledge by documenting and training cross\-functional teams **Qualifications:** * 2 or more years of experience working in a fast\-paced SaaS environment * An excellent understanding of SQL queries and databases * Familiarity with debugging browser issues using developer tools /Javascript console * Working knowledge of Python, Ruby and familiarity of AWS * A deep understanding of both physical and virtual server infrastructures, including virtual machines. * Familiarity with troubleshooting in Windows and IT Infrastructure experience is a plus * Experience with Jira, Confluence, or other defect\-tracking software and CRMs such as Salesforce are a plus * Ability to thrive without a playbook and adapt to a dynamic product * Strong bias to action \- we are growing fast and there is no time to waste * Strong written and verbal communication skills in the English language **We offer:** * 35,000 MX * Food vouchers * Law benefits * Major Health Care Insurance Tipo de puesto: Tiempo completo Sueldo: $35,000\.00 al mes Beneficios: * Descuentos y precios preferenciales * Programa de referidos * Seguro de gastos médicos mayores * Trabajo desde casa Pregunta(s) de postulación: * Vives Actualmente en la Zona Metropolitana de Guadalajara? Experiencia: * Python: 1 año (Deseable) Idioma: * Inglés (Obligatorio) Lugar de trabajo: remoto híbrido en 45110, Villa la Cima, Jal.