Technical Support Specialist at Canvas Medical

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. WHAT YOU'LL DO INVESTIGATION & TECHNICAL RESOLUTION - 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 PLATFORM GUIDANCE & DEVELOPER SUPPORT - 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 CONFIGURATION & ACCOUNT MANAGEMENT - Handle account operations: account unlocks, staff provisioning, permission changes - Assist with onboarding configurations: fee schedules, ePrescribing enrollment, lab interface setup, SSO configuration COMPANY OVERVIEW - Verify data state using read-only SQL queries against customer databases SUPPORT QUALITY & PROCESS IMPROVEMENT - 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 QUALIFICATIONS REQUIRED EXPERIENCE & BACKGROUND - 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 TECHNICAL EXPERTISE - 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 & DOMAIN KNOWLEDGE - 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 SKILLS & CAPABILITIES - 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 WHO YOU ARE - You're energized complex problem solving and customer interaction, equally comfortable investigating a database anomaly and walking a clinician through a workflow change in the afternoon - You have a knack for translating technical complexity into clear, empathetic communication that meets people where they are - You bring a systematic approach to debugging, where you check logs, query data, and read code before forming hypotheses - You combine technical depth with genuine care for the people on the other end of the ticket - You're comfortable saying "I don't know yet" and then methodically figuring it out - You have experience in healthcare technology or a strong willingness to rapidly develop domain expertise in clinical and operational workflows WHAT SUCCESS LOOKS LIKE AT 90 DAYS - You're independently handling the full range of support tickets from account operations to bug investigations to developer guidance with minimal escalation - You've contributed to at least 3 internal runbooks or knowledge base articles based on patterns you've identified in customer issues - You're using SQL, Sentry, and Elastic confidently to investigate issues and communicate findings with evidence - You've built a working relationship with the engineering team and can write escalation reports that engineers can act on without back-and-forth - Customers recognize you as a reliable, knowledgeable point of contact COMPENSATION $80 - $100K per year EMPLOYEE BENEFITS - Competitive Salary & Equity Package - Health Insurance (includes option with 100% family coverage) - 401k - Paid Maternity/Paternity Leave (12 weeks) - Flexible/unlimited PTO - Home Office Stipend