Technical Support Specialist

About Fullscript We’re an industry-leading health technology company on a mission to help people get better. We started in 2011 with one simple idea. Make it easier for practitioners to access the products they trust so they can deliver better care. That simple idea grew into a platform that powers every part of care. Today, more than 125,000 practitioners use Fullscript for clinical insights, lab interpretations, patient analytics, education, and access to high-quality supplements. Over 10 million patients rely on Fullscript to stay connected to their care plans and follow through on treatment. We build tools that make care smarter and more human. Tools that save time, simplify decisions, and help practitioners stay closely connected to the people they care for. When everything they need is in one place, they can focus on what matters most: helping people get better. This is your invitation. Bring your ideas, your grit, and your care for people. Join us and shape the future of care. The Opportunity Technical Support Specialists serve as the operational bridge between customer-facing teams and Engineering. This role is responsible for validating, reproducing, documenting, and coordinating customer-reported technical issues to ensure they are high-quality, actionable, and prioritized based on real customer and business impact. This role is ideal for someone who enjoys deep technical investigation, clear documentation, and working closely with Engineering to improve product quality over time; not just resolve individual tickets. What you'll own Escalation Intake, Reproduction & Validation 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 Documentation & Impact Assessment Create clear, high-quality escalation documentation, including: Reproduction steps Expected vs. actual behavior Impacted users, workflows, or orders Logs, screenshots, or supporting artifacts Assess and document customer, operational, and business impact to support effective engineering triage Engineering Partnership & Triage Support 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 Communication & Feedback Loops Provide timely, accurate updates to customer-facing teams on escalation status and progress, translating technical details into clear, actionable guidance and workarounds that can be communicated to practitioners and patients Ensure clarity and consistency in escalation-related communication Close the loop post-resolution with validation outcomes and learnings Post-Resolution Validation & Prevention 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 What you bring to the table Required 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. Preferred 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 What we can offer you Salary range: $70 to $80 CAD annually Remote-first flexibility to work where you work best, with Ottawa, Toronto, Kelowna, or Calgary preferred for this role. Flexible PTO and competitive pay, because work-life balance matters RRSP match and stock options to invest in your future Premium benefits package with customizable coverage, paramedical services, and an HSA. Fullscript discounts to save on high-quality wellness products Continuous learning opportunities to grow your skills and career Fullscript shares salary ranges to support transparency and help candidates make informed decisions. The range shown reflects base salary only and does not include stock options, wellness stipends, or other benefits that are part of Fullscript’s total rewards package. Final compensation depends on experience, skills, and location. We review pay regularly to stay aligned with market data and internal equity. Benefits and total rewards may vary by region. Why Fullscript Great work happens when people feel supported, trusted, and inspired. At Fullscript, we stay curious and keep finding smarter ways to make care better. We grow together, take on new challenges, and focus on impact. We put people first, work as a team, and leave egos at the door. What to Know Before You Apply We’re grateful for the interest in joining Fullscript. To make sure your application reaches our hiring team, please apply directly through our careers page. A quick note: Due to the high volume of applications, we’re not able to respond to phone or email inquiries about application status. If there’s a match, our team will reach out directly. Fullscript is an equal opportunity employer committed to creating an inclusive workplace. Accommodations are available upon request at [email protected]. All offers are contingent on successful background checks conducted in compliance with federal, state, and provincial laws. We use AI tools to support parts of the hiring process, including screening and reviewing responses. Final hiring decisions are always made by people and follow all applicable privacy and employment laws in Canada and the U.S. Learn More www.fullscript.com @fullscriptHQ on instagram @fullscript on YouTube FullScript on LinkedIn