Senior Technical Support Specialist in Canada Creek, Nova Scotia at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Technical Support Specialist in Canada.

This role sits at the heart of mission-critical healthcare technology, supporting systems that directly impact how medical imaging is shared and accessed across North America. You will be responsible for investigating and resolving complex technical issues within high-availability production environments used by hospitals, clinics, providers, and patients. Acting as a bridge between support, engineering, and client-facing teams, you will analyze system behavior, query databases, and troubleshoot application-level problems that go far beyond traditional IT support. Your work will ensure the reliability of healthcare workflows, including PACS and DICOM-based systems, which are essential to clinical decision-making. This is a highly technical, impact-driven position where your problem-solving directly improves patient care experiences. You will also contribute to continuous improvement efforts, helping refine processes, documentation, and system stability at scale.

• Investigate and resolve escalated production issues affecting healthcare providers and patients, ensuring minimal disruption to critical clinical workflows.
• Troubleshoot complex application and system-level issues, including database-backed systems, integrations, configurations, and workflow behavior.
• Write and execute SQL queries to validate data integrity, analyze system behavior, and support root cause analysis.
• Identify, reproduce, and document software defects, providing clear escalation details to engineering teams.
• Support healthcare imaging workflows (PACS/DICOM) and related applications in live production environments while meeting SLA expectations for high-priority incidents.
• Collaborate cross-functionally with engineering, product, account management, and technical services to resolve technical escalations.
• Contribute to documentation, process improvements, and operational tooling to enhance support efficiency and system reliability.

• 3+ years of experience supporting production software systems backed by databases (e.g., SQL Server, Oracle, MySQL).
• Strong ability to write and use SQL queries to investigate data and system behavior.
• Experience troubleshooting complex software applications beyond hardware or basic IT support.
• Familiarity with business-critical platforms such as PACS, EMR, ERP, financial, or similar enterprise systems.
• Ability to analyze system-level issues, including configurations, integrations, and workflow dependencies.
• Excellent communication skills, with the ability to engage both technical and non-technical stakeholders effectively.
• Nice to have: experience with DICOM, HL7, PACS/RIS/EMR systems, or healthcare compliance standards (HIPAA, PHIPA, SOC2).
• Nice to have: exposure to Windows server environments, network/system administration, documentation practices, or SLA-driven environments.

• Competitive annual salary ranging from $72,000 to $80,000 depending on experience.
• Equity participation through stock options.
• Comprehensive health and benefits package.
• Remote-first working environment.
• 4 weeks of paid time off.
• Unlimited paid wellness days.
• Extended mental health coverage.
• 16 weeks of parental leave top-up.
• Inclusive, diverse, and supportive work culture focused on employee well-being and professional growth.