Product Support Specialist I

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the initial contact point for clinical and operational teams via the ticketing system.

• Assess incoming tickets based on severity and impact, resolving issues in line with SLA targets.

• Reproduce reported issues, collect engineering details, and create documented defect reports.

• Escalate matters that require in-depth engineering investigation and facilitate resolutions.

• Aid in incident response by gathering relevant information, updating status pages, and communicating impacts.

• Diagnose issues using runbooks, address frequently asked questions, and utilize Confluence canned responses.

• Explore issues through internal administrative tools, dashboards, and application logs.

• Recognize recurring ticket trends and highlight patterns to engineering and product teams.

• Contribute to enhancements in first response time, resolution time, and ticket volume metrics.

• Work within the Quality System and maintain records pertaining to regulated Medical Devices.

• Use discretion on privacy-sensitive cases, including intertwined patient profiles, merge requests, and data integrity concerns.

⛳️ Requirements

• 1-2 years of experience in product support, technical support, or a help desk role for a software product.

• Familiarity with managing a queue in a ticketing system such as Jira, Zendesk, or Freshdesk, and meeting SLA targets.

• Strong troubleshooting abilities, including effective questioning, systematic issue reproduction, and knowing the right moment to escalate.

• Basic proficiency in navigating web applications, interpreting error messages, and utilizing browser developer tools.

• Experience in composing support documentation such as knowledge base articles, FAQs, and detailed guides.

• Exceptional prioritization skills and the capability to handle competing urgent requests.

• Excellent communication skills with the ability to collaborate in remote/async environments and convey technical issues to non-technical audiences.

• Bachelor's Degree in Computer Science or a related field, equivalent experience, or evidence of exceptional capability.

• Must possess legal authorization to work in Canada at the time of hire and not require employer sponsorship for a work visa, current or future.

• Successful candidates will be required to undergo a background check.

• Preferred: experience supporting healthcare products or working in environments sensitive to privacy.

• Preferred: familiarity with observability or monitoring tools such as Datadog or Sentry.

• Preferred: basic experience with browser DevTools, SQL, and Postman.

🏝️ Benefits

• Complimentary whole-body scans for each team member.

• Opportunities for growth and professional development.

• Weekly team gatherings to connect, share, and socialize.

• Flexible vacation policy.

• Comprehensive health, dental, vision, and mental health coverage.

• RRSP and TFSA retirement savings plans for eligible Canadian employees, with immediate optional enrollment; no company matching contributions.

• Chance to positively impact individuals' lives and health.