Technical Support Specialist

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Technical Support Specialist in Canada.

This role sits at the heart of a mission-driven digital health technology environment, where you will help ensure healthcare platforms run smoothly for clinicians and care teams around the world. You will be responsible for resolving technical issues, supporting application stability, and maintaining high-quality service across critical healthcare systems used by thousands of professionals. The position blends hands-on troubleshooting with customer-facing communication, requiring strong analytical thinking and a calm, solution-oriented approach. You will work in a fast-paced, 24/7 support environment where responsiveness and accuracy directly impact patient care workflows. Collaboration with internal teams and external clients will be central to your success, as you help diagnose, document, and resolve complex technical issues. This is an opportunity to contribute meaningfully to healthcare outcomes while developing deep expertise in modern SaaS support operations.

Accountabilities

Provide end-to-end technical support for clients by handling incoming requests via phone, email, web, and self-service platforms, ensuring timely and effective resolution of issues.

• Troubleshoot and resolve application, infrastructure, and integration-related incidents across multiple systems and client environments.
• Monitor IT alerts, track system performance, and ensure timely escalation of unresolved or high-priority issues.
• Maintain and update documentation, knowledge bases, and incident records within ITSM tools to ensure accuracy and traceability.
• Perform configuration changes, support system rollouts, and contribute to application maintenance and improvement initiatives.
• Collaborate with internal and external stakeholders to investigate issues, communicate updates, and ensure service continuity.
• Participate in rotating shifts, on-call coverage, and 24/7 support operations while consistently meeting SLA and KPI targets.
  
  

Requirements

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1-3+ years of experience in a technical support or IT service desk environment, ideally supporting SaaS or enterprise applications. A post-secondary degree in Computer Science or a related field is preferred. Strong troubleshooting skills across application, integration, and infrastructure layers are essential.

• Experience with ITSM platforms such as ServiceNow, Freshdesk, or similar tools.
• Familiarity with ITIL practices including incident, problem, and change management.
• Basic understanding of SQL, APIs (REST/JSON), authentication systems (SSO, OAuth, ADFS), and cloud environments.
• Exposure to monitoring tools, system diagnostics, and healthcare interoperability standards (HL7, FHIR) is an asset.
• Strong communication skills with the ability to translate technical issues into clear, client-friendly explanations.
• Ability to manage multiple priorities in a fast-paced, 24/7 operational environment with strong attention to detail and accountability.
  
  

Benefits

• Fully remote role with flexibility and occasional in-person collaboration opportunities
• Competitive salary range of CAD 53,000-58,000 depending on experience

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• Opportunity to contribute to meaningful healthcare technology impacting patient care globally
• Continuous learning and professional development supported by mentorship and training
• Inclusive, collaborative, and values-driven work culture
• Exposure to modern SaaS, ITSM, and healthcare technology ecosystems
• Rotational shifts and structured support environment with strong operational stability
  
  

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.