Senior Technical Support Specialist

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

📋 Description

• Address Critical Issues: Investigate and resolve escalated technical problems affecting providers and patients, consistently achieving or surpassing SLAs for high-impact situations.

• In-Depth Troubleshooting: Analyze issues at the system level, encompassing configuration, integrations, and workflow behavior. We seek candidates who comprehend the root causes of system failures, not merely those who reboot services.

• Data Verification: Directly query databases to validate application data, assess behavior, and pinpoint root causes.

• Bug Tracking: Identify, replicate, and document software bugs clearly prior to escalating them to internal engineering teams.

• Windows Server Oversight: Oversee Windows Server environments, evaluating how CPU, memory, and disk allocation affect performance issues or system degradation.

• Database Management: Administer and troubleshoot SQLite databases, executing direct queries to confirm system health.

• Identity & Access Management: Address authentication problems, including AD/LDAP-related failures, with a robust understanding of how Active Directory governs user and group authentication processes.

• Knowledge Sharing: Document repeatable troubleshooting procedures, system behaviors, and workarounds in Notion and Salesforce Service Cloud.

• Cross-Functional Collaboration: Act as the internal technical authority and go-to resource for intricate infrastructure inquiries, consistently contributing to process and tooling enhancements.

⛳️ Requirements

• Minimum of 3 years of experience supporting production software systems.

• Familiarity with our Tech Stack (or equivalent):

• - Databases: SQLite / DB Browser (Proficient in writing queries for data investigation).

• - Internal Tools: Retool or similar no-code administration tools.

• - Ticketing Systems: Salesforce Service Cloud or similar platforms.

• - Observability Tools: Datadog or similar application log analysis software.

• - Analytics & Documentation: Sigma (BI/Dashboarding) and Notion (Knowledge Base).

• Proven experience troubleshooting complex applications at the system level, including configurations, integrations, and intricate workflows.

• Practical experience managing both Windows Desktop and Server environments, including resource management (CPU, memory, disk) along with Active Directory/Group Policy.

• Proficient in troubleshooting network connectivity issues utilizing firewalls, TCP/IP, telnet, and basic LAN diagnostics.

🏝️ Benefits

• Competitive salaries and benefits (including stock options for every employee!)

• Four weeks of paid time off.

• Unlimited paid wellness days.

• Extended mental health coverage.

• 16 weeks of parental leave top-up.