Product Support Specialist I

Prenuvo; Vancouver; On-site; CAD 60,000 - 80,000; Full time

Job summary

Prenuvo is looking for a Product Support Specialist I to help our clinical and operational teams with fast, clear resolutions. You will triage, reproduce, and document issues, while collaborating with engineering to drive solutions.

Ideal candidates have 1–2 years in product support, excellent communication, and a service mindset. This role emphasizes problem solving, documentation, and working in a fast-paced environment in Canada.

Qualifications

• 1–2 years of experience in product support or help desk for software.
• Service mindset; take ownership until resolved.
• Experience using Jira, Zendesk, or Freshdesk for SLA-driven requests.
• Strong troubleshooting and methodical issue reproduction.
• Comfort with navigating web apps and reading error messages.
• Experience writing support documentation like FAQs or guides.
• Calm under pressure with strong prioritization for urgent requests.
• Excellent communication and ability to translate tech issues for non-technical audiences.
• Drive to learn new products and tech on the job.
• Bachelor's Degree in Computer Science or related field, or equivalent experience.

Responsibilities

• Serve as first contact for clinical and operational teams via ticketing system.
• Triages tickets by severity; resolve or escalate to meet SLAs.
• Reproduce problems, document defects clearly for engineering.
• Escalate issues needing deeper engineering investigation.
• Support incident response by updating stakeholders and status pages.
• Troubleshoot using runbooks, address FAQs, and canned responses.
• Investigate with internal tools and logs; collaborate with team.
• Identify recurring ticket trends for product improvements.
• Help improve metrics like first response and resolution times.
• Operate within Quality System; maintain records for Medical Devices.

Skills

Customer support

Ticketing system

Troubleshooting

Communication skills

Time management

Remote teamwork

Education

Bachelor's in CS

Tools

Jira

Zendesk

Freshdesk

Browser DevTools

Postman

Job description

About Us

At Prenuvo , we are on a mission to flip the paradigm from reactive "sick-care" to proactive health care. Our award-winning whole body scan is fast (under 1 hour), safe (MRI has no ionizing radiation), and non-invasive (no contrast). Our unique integrated stack of optimized hardware, software, and increasingly AI, coupled with the patient-centric experience across our domestic and global clinics, have allowed us to lead the change against "we caught it too late again".

We are looking for a motivated Product Support Specialist I to join our team. You have a passion for understanding and supporting your users, and you take pride in resolving their problems quickly and clearly. You thrive in fast-paced environments where no two days are the same, working through a queue of incoming requests, reproducing and documenting issues, and partnering with engineering and clinical teams to get users back on track. You are passionate about supporting products that make a meaningful impact on the lives of thousands of people and their health.

This role does not provide visa sponsorship. Applicants must be legally authorized to work in Canada at the time of hire and must not require employer sponsorship for a work visa (current or future).

Help reshape the world through proactive healthcare while working with cutting-edge technology and high performing teams with deep expertise - join us to make a difference in people's lives!

What You'll Do

• Serve as the first point of contact for our clinical and operational teams, responding to requests through our ticketing system
• Triage incoming tickets by severity and impact, resolving what you can directly and driving every issue to resolution within SLA targets
• Reproduce reported problems, gather the details engineering needs, and write clear, well-documented defect reports
• Escalate issues that require deeper engineering investigation and work to drive resolutions
• Support incident response by gathering information from affected users, updating status pages, and communicating impact in plain language
• Troubleshoot issues and action steps from runbooks, address FAQs, and use canned responses from Confluence so common issues get resolved faster
• Investigate issues using internal admin tools, dashboards, and application logs and work with team members
• Identify trends in recurring tickets and surface patterns to engineering and product teams to drive systemic improvements
• Support improvements to key metrics such as first response time, resolution time, and ticket volume
• Operate within our Quality System, creating and updating records that support our regulated Medical Devices
• Exercise strong judgment on privacy-sensitive cases including entangled patient profiles, merge requests, and data integrity issues

What You'll Bring

• 1-2 years of experience in product support, technical support, or a help desk role supporting a software product
• A service mindset: you genuinely enjoy helping users and take ownership of an issue until it is resolved
• Experience working a queue in a ticketing system such as Jira, Zendesk, or Freshdesk, and managing requests against SLA targets
• Strong troubleshooting instincts: you ask good questions, reproduce issues methodically, and know when to escalation
• Comfort navigating web applications, reading error messages, and using browser developer tools at a basic level
• Experience writing support documentation such as knowledge base articles, FAQs, and step-by-step guides
• Calm under pressure with strong prioritization skills, comfortable managing competing urgent requests simultaneously
• Outstanding communication skills with the ability to work collaboratively in remote/async environments and translate technical issues for non-technical audiences
• An excitement to learn new products and technologies on the job
• Bachelor's Degree in Computer Science or a related field, equivalent experience, or evidence of exceptional ability

Nice To Have

• Experience supporting healthcare products or working in privacy-sensitive environments
• Exposure to observability or monitoring tools such as Datadog or Sentry
• Basic experience with browser DevTools, SQL for pulling data, and using Postman for API requests

Our Values

• First: we are Pioneers
  Transforming healthcare requires divergent thinking, bias for action, disciplined experimentation, and consistent grit and determination to maintain momentum. This journey is as challenging as it is rewarding.
• Second: we are Platform-Builders
  We're always building foundations that allow us to achieve tomorrow more than we did today. We never lose sight of what's ahead - in a mindset of ownership and duty to our mission.
• Above all: we are Patients
  We could all be the next person who walks through our very doors, seeking clarity or peace of mind. We are proud of our impact on our patients' lives, and we won't stop till everyone can benefit from our work.

What We Offer

An avenue to make a positive impact on people'