canvas-medical - Technical Support Specialist

• 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 • TECHNICAL EXPERTISE • Comfortable with co-pilot assisted stack tracing • Working knowledge of SQL and REST APIs (making requests, reading docs, interpreting HTTP status codes and JSON payloads) • Familiarity with log analysis tools (Elastic) and error tracking tools (Sentry) • HEALTHCARE & DOMAIN KNOWLEDGE • 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 • Exceptional written communication that you'll leverage 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 • You're energized 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 bring a systematic approach to debugging, where you check logs, query data, and read code before forming hypotheses • You combine technical depth with genuine care for the people on the other end of the ticket • You're comfortable saying "I don't know yet" and then methodically figuring it out • You have experience in healthcare technology or a strong willingness to rapidly develop domain expertise in clinical and operational workflows • WHAT SUCCESS LOOKS LIKE AT 90 DAYS • You're independently handling the full range of support tickets from account operations to bug investigations to developer guidance with minimal escalation • You've contributed to at least 3 internal runbooks or knowledge base articles based on patterns you've identified in customer issues • You're using SQL, Sentry, and Elastic confidently to investigate issues and communicate findings with evidence • You've built a working relationship with the engineering team and can write escalation reports that engineers can act on without back-and-forth • Customers recognize you as a reliable, knowledgeable point of contact