Senior Technical Support Specialist

PocketHealth•Toronto, ON

1d•Remote

About The Position

PocketHealth is looking for a Senior Technical Support Specialist to support production healthcare systems used by providers and patients. This role focuses on troubleshooting complex software systems backed by databases in a high-volume, business-critical environment. You will work at the intersection of support, engineering, and customers, investigating system behavior, analyzing data, and resolving escalations that impact clinical workflows. The team operates like application and systems support analysts, ensuring reliability of PACS/DICOM workflows and related healthcare applications. You will become a trusted technical resource across the business, contributing to system stability, root cause analysis, and process improvement. This team protects the reliability of healthcare workflows. The issues you resolve directly impact providers accessing medical imaging and patients accessing their records. Your work ensures the platform operates reliably at scale.

Requirements

3+ years of experience supporting production software systems backed by databases (SQL Server, Oracle, MySQL, etc.).
Comfortable writing queries to investigate data issues and validate system behaviour.
Experience troubleshooting complex applications (not just device or hardware support).
Experience supporting business-critical platforms such as PACS, ERP, EMR, financial, education, or industrial systems.
Ability to diagnose issues at the system level, including configuration, integrations, and workflow behaviour.
Strong communication skills - able to work directly with technical and non-technical stakeholders.

Nice To Haves

PACS / RIS / EMR system experience and knowledge of DICOM or HL7 standards.
Experience working in healthcare environments; familiarity with HIPAA, PHIPA, or SOC2.
Exposure to Windows server environments and systems or network administration.
Experience documenting processes and creating user or internal guides.
Experience working with performance metrics and SLAs.

Responsibilities

Investigate and resolve escalated production issues impacting providers and patients.
Troubleshoot software systems backed by databases, using SQL queries to validate data, system behavior, and root causes.
Diagnose issues at the system level - including configuration, integrations, and workflow behaviour - not just restarting services, but understanding why something is failing.
Identify and replicate bugs, and escalate internally with clear documentation.
Support PACS, DICOM, and healthcare application workflows in a live production environment, and maintain SLAs for high-impact cases.
Document repeatable troubleshooting processes, system behaviors, and workarounds; contribute to process and tooling improvements.
Contribute to technical implementation projects, supporting PACS/RIS/EMR integrations and DICOM/HL7 configuration as needed.
Work cross-functionally with Engineering, Product, Account Management, and Technical Services to resolve complex issues.