Technical Support Specialist

About the role

The Technical Support Specialist plays a crucial role in ensuring that healthcare organizations can effectively utilize the Canvas medical platform. They serve as the primary point of contact for customers, guiding them through integration processes, troubleshooting issues, and providing technical support.

Responsibilities

• Investigate and resolve customer tickets using Sentry, Elastic, and direct database queries
• Reproduce issues, document findings, and escalate with clear, evidence-backed write-ups when necessary
• Guide developers in using the FHIR API and SDK
• Provide customer-specific guidance on clinical workflows, including charting, prescribing, lab ordering, billing, and patient portal configuration
• Handle account operations such as account unlocks, staff provisioning, and permission changes
• Onboard healthcare organizations with configurations like fee schedules, ePrescribing enrollment, lab interface setup, and SSO configuration
• Verify data state using read-only SQL queries against customer databases
• Identify patterns in repeat issues and advocate for product/engineering fixes
• Contribute to internal runbooks and knowledge base articles
• Refine triage workflows and automation

Qualifications

• 2+ years in a technical support or solutions builder role
• Track record of managing multiple concurrent customer issues and triaging by urgency and impact
• Strong project management instincts with ability to manage 10-20 open issues simultaneously
• Comfortable with co-pilot assisted stack tracing
• Working knowledge of SQL and REST APIs
• Familiarity with log analysis tools (Elastic) and error tracking tools (Sentry)
• Healthcare technology experience with understanding of clinical workflows, EMR systems, and healthcare operations
• Familiarity with FHIR or healthcare interoperability standards (HL7, CCDA)
• Familiarity with healthcare billing (RCM, claims submission, eligibility)
• Ability to quickly develop domain expertise and speak credibly with clinical stakeholders

Skills & Capabilities

• Exceptional written communication to explain technical concepts to both developers and clinicians daily
• Comfort with ambiguity and ability to investigate problems systematically without a playbook
• Strong analytical and problem-solving abilities with a data-driven approach to debugging
• Experience with plugin/extension architectures or SDKs a plus

Who You Are

You're energized by complex problem solving and customer interaction, equally comfortable investigating a database anomaly and walking a clinician through a workflow change in the afternoon. You have a knack for translating technical complexity into clear, empathetic communication that meets people where they are. You combine technical depth with genuine care for the people on the other end of the ticket and are comfortable saying "I don't know yet" and then methodically figuring it out.

What Success Looks Like at 90 Days

• Independently handling the full range of support tickets from account operations to bug investigations to developer guidance with minimal escalation
• Contributing to at least 3 internal runbooks or knowledge base articles based on patterns you've identified in customer issues
• Using SQL, Sentry, and Elastic confidently to investigate issues and communicate findings with evidence
• Built a working relationship with the engineering team and can write escalation reports that engineers can act on without back-and-forth
• Clients recognize you as a reliable, knowledgeable point of contact

Pay

$80 - $100K per year

Employee Benefits

• Competitive Salary & Equity Package
• Health Insurance (includes option with 100% family coverage)
• 401k
• Paid Maternity/Paternity Leave (12 weeks)
• Flexible/unlimited PTO
• Home Office Stipend