Technical Support Specialist

About the role

This position supports a mission‑driven digital health platform, ensuring that clinicians and care teams worldwide can rely on stable, high‑performing applications. You will troubleshoot technical issues, maintain service quality, and collaborate with internal and external stakeholders in a fast‑paced, 24/7 environment.

Key responsibilities

• Provide end‑to‑end technical support via phone, email, web and self‑service channels.
• Troubleshoot application, infrastructure and integration incidents across multiple client environments.
• Monitor alerts, track system performance and escalate high‑priority issues.
• Maintain documentation, knowledge bases and incident records in ITSM tools.
• Perform configuration changes, support system rollouts and contribute to application improvements.
• Collaborate with stakeholders to investigate issues, communicate updates and ensure service continuity.
• Participate in rotating shifts, on‑call coverage and meet SLA/KPI targets.

Required profile

• 1‑3+ years of experience in technical support or IT service desk, preferably with SaaS or enterprise applications.
• Post‑secondary degree in Computer Science or related field is preferred.
• Strong troubleshooting skills across application, integration and infrastructure layers.
• Familiarity with ITIL incident, problem and change management practices.
• Excellent communication skills and ability to translate technical issues for clients.

Required skills

• Experience with ITSM platforms such as ServiceNow or Freshdesk.
• Basic knowledge of SQL.
• Understanding of REST/JSON APIs.
• Familiarity with authentication systems (SSO, OAuth, ADFS).
• Exposure to cloud environments.
• Knowledge of monitoring tools and system diagnostics.
• Awareness of healthcare interoperability standards (HL7, FHIR) is a plus.