Technical Support Specialist
About The Position
Fullscript is an industry-leading health technology company dedicated to improving patient care by making it easier for practitioners to access trusted products and a comprehensive platform. The Technical Support Specialist acts as a crucial link between customer-facing teams and Engineering, focusing on validating, reproducing, documenting, and coordinating customer-reported technical issues. This role is designed for individuals who excel at in-depth technical investigation, precise documentation, and collaborative work with Engineering to enhance product quality. The specialist will ensure that reported issues are high-quality, actionable, and prioritized effectively based on customer and business impact.
Requirements
- 1–3 years of experience in technical support, CX operations, incident management, QA support, or a related role.
- Strong technical understanding, with background or exposure to data, code-related concepts, integrations, APIs, or web technologies.
- Excellent communication skills with both technical and non-technical users.
- Comfort working cross-functionally with CX, Product, and Engineering teams.
- High attention to detail and process consistency.
- Genuinely enjoys troubleshooting and problem-solving, with a passion for finding solutions.
Nice To Haves
- Experience working with Engineering ticketing systems (e.g., Linear, GitLab).
- Familiarity with APIs, integrations, or SaaS platforms.
- Experience supporting escalation workflows or incident response.
- Experience using AI-assisted tools to support technical investigation, debugging, or documentation.
- Comfort exploring logs, configurations, APIs, or code-level behavior alongside Engineering.
Responsibilities
- Intake technical escalations from customer-facing teams and external partners (including API/EHR integrations).
- Investigate reported issues to determine whether they are reproducible defects, configuration issues, or expected behavior.
- Reproduce issues across environments where possible and validate technical accuracy before escalation.
- Ensure only high-signal, well-validated issues are escalated to Engineering.
- Create clear, high-quality escalation documentation, including reproduction steps, expected vs. actual behavior, impacted users/workflows/orders, and supporting artifacts like logs and screenshots.
- Assess and document customer, operational, and business impact to support effective engineering triage.
- Act as a consistent interface between CX and Engineering for technical escalations.
- Partner with Engineering during triage by providing context, answering follow-up questions, and gathering additional information.
- Apply standardized severity and prioritization frameworks consistently.
- Provide timely, accurate updates to customer-facing teams on escalation status and progress, translating technical details into clear, actionable guidance and workarounds.
- Ensure clarity and consistency in escalation-related communication.
- Validate fixes in production, document outcomes, and close the loop with originating teams.
- Identify recurring defects and maintain known-issues documentation.
- Maintain backlog health by triaging new issues, closing resolved items, consolidating duplicates, and re-prioritizing based on impact.
Benefits
- Salary range: $70 to $80 CAD annually
- Remote-first flexibility
- Flexible PTO
- Competitive pay
- RRSP match
- Stock options
- Premium benefits package with customizable coverage, paramedical services, and an HSA.
- Fullscript discounts
- Continuous learning opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
