Canvas Medical

Customer Support

• Understand the Customer
• Develop a working understanding of each customer's clinical workflows, operational constraints, business model, and strategic goals
• Lead discovery that gets to the actual problem beneath the stated requirement — diagnose before you build
• Map the gap between where a customer is and where they need to be, and design a practical path to get there
• Build the kind of presence in a customer's organization where they're bringing you into the important conversations, not just the support tickets
• Build, Ship, and Iterate
• Write plugins, configure Canvas workflows, and build integrations using Canvas's SDK, AI-assisted development tools (including Claude Code), and other modern tooling
• Get functional solutions in front of customers quickly, learn from how they're actually used, and improve continuously
• Own delivery end-to-end — from initial discovery through production deployment and post-launch stability
• Know when to build it yourself, when to guide the customer to build it, and when to route to another team
• Communicate and Build Trust
• Show up prepared, follow through on commitments, and communicate proactively — customers should not be surprised by delays, scope changes, or technical constraints
• Translate complex technical concepts into plain language for clinical and operational stakeholders, and translate clinical realities into technical requirements for engineers and builders
• Keep internal teams informed with clear, timely updates so nothing falls through the cracks. Ensure other teams are aware of dependencies and are tracking to appropriate delivery timelines
• Navigate the Single-to-Many Tradeoff
• Continuously make the judgment call between going deep on a specific customer's needs and building in a way that will work for others
• Recognize when a workflow, plugin, or solution built for one customer is solving a problem that others share, and make sure that work doesn't stay siloed
• Contribute back to the shared plugin catalog, architectural patterns, and playbooks that make the Customer Experience team and Canvas more effective across all customers
• Contribute to Canvas's public-facing developer experience: documentation, guides/ examples, and patterns that help customers and partners build on Canvas more effectively
• Act as the connective tissue between what customers experience in the field and what gets built into the wider plugin catalog

Customer Experience Builder