Canvas Medical

Support Engineer

• 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
• 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
• Handle account operations: account unlocks, staff provisioning, permission changes
• Assist with onboarding configurations: fee schedules, ePrescribing enrollment, lab interface setup, SSO configuration
• Verify data state using read-only SQL queries against customer databases
• 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

Technical Support Specialist