Technical Support Specialist

Canvas Medical•San Francisco, CA

4d•Remote

About The Position

Canvas Medical is accelerating everyday medicine with an EMR platform built for healthcare automation. We create modern, elegant front- and back-end tooling to enable new ways for developers and clinicians to integrate data, automate workflows, and collaborate to solve healthcare's toughest challenges. In doing so we advance our mission to give care teams superpowers with software. Canvas is institutionally backed by some of the greatest technology investors in the world (funded notable health tech companies such as GoodRx, Oscar Health, and Hims & Hers Health). The Role We're hiring a Technical Support Specialist to join our Support team and serve as the critical bridge between our customers and the Canvas platform. This role is the front line for healthcare organizations building on Canvas — you'll investigate customer problems, guide developers through our FHIR API and SDK, troubleshoot clinical workflows, and dig through database records and application logs to find the root cause of a problem. You'll work directly with clinicians, practice managers, and developers at healthcare organizations ranging from telehealth startups to complex multi-site operations. This is not a "read from the script" support role. You'll need genuine technical skills - building Python plugins with AI co-pilots, writing SQL, understanding REST APIs — combined with the empathy and communication skills to work with people who are trying to deliver patient care and can't afford downtime. Your work will directly impact how care teams experience the Canvas platform every day, and your field insights will drive product improvements that benefit the entire customer base.

Requirements

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
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 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

Nice To Haves

building Python plugins with AI co-pilots
writing SQL
understanding REST APIs
Experience with plugin/extension architectures or SDKs

Responsibilities

Triage incoming tickets from Slack, email, and web forms to optimize workflows, identify data discrepancies and improve integrations
Use Sentry, Elastic (ES|QL), and direct database queries to investigate root causes
Read application code using co-pilots (Django, React/TypeScript, GraphQL) to understand expected behavior and identify likely causes
Reproduce issues, document findings, and escalate with clear, evidence-backed write-ups when improvements or fixes are needed
Help developers build on Canvas using the FHIR API and the SDK
Answer "how to" questions about clinical workflows: charting, prescribing (including EPCS), lab ordering, billing/claims submission, patient portal configuration
Point customers to documentation, provide customer-specific guidance and drive an AI-assisted flywheel to improve this process
Handle account operations: account unlocks, staff provisioning, permission changes
Assist with onboarding configurations: fee schedules, ePrescribing enrollment, lab interface setup, SSO configuration
Verify data state using read-only SQL queries against customer databases
Identify patterns in repeat issues and advocate for product/engineering fixes
Contribute to internal runbooks and knowledge base articles
Help refine triage workflows and automation