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

Requirements

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
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 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
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

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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SQLREST APIsDjangoReactTypeScriptGraphQLSentryElasticFHIRePrescribing

Soft Skills

project managementanalytical skillsproblem-solvingwritten communicationcustomer supportability to manage multiple issuescomfort with ambiguitydomain expertise developmentadvocacy for product fixesdocumentation skills