Technical Support Specialist

Elation Health, Inc.; Canada; On-site; CAD 53,000 - 75,000; Full time

Job summary

Elation Health, Inc. is hiring a Technical Support Specialist to anchor the shift toward AI-assisted support, owning escalations, and shaping AI-driven customer outcomes. You’ll configure AI, automate workflows, and translate patterns into product priorities while mentoring teammates.

We’re seeking candidates with hands-on portfolios, strong communication, and a drive to reduce case volume by building smarter, reusable solutions that benefit customers and the broader product org.

Qualifications

• 0-4+ years relevant experience in Support, Implementations, CS Ops, embedded data analyst, or AI/automation tinkerer.
• Concrete portfolio of things you've built: prompt-engineered systems, dashboards, automations — with outcomes.
• Strong customer-facing communication and trust-building skills.
• Pattern recognition and synthesis ability.
• AI-native mindset; uses AI tools and handles ambiguity.
• Willingness to drive results for customers with ownership.
• Nice to have: experience in billing.

Responsibilities

• Use Good Judgment to Solve Cases and protect customer trust in moments that matter.
• Build and own AI quality within Elation's stack (intents, knowledge sources, escalation rules).
• Synthesize insights and partner with Product/Eng to influence roadmaps and mentor Associates.

Skills

AI/automation tinkerer

Dashboard portfolio

Strong communication

Pattern synthesis

Ownership

Curiosity

Billing experience

Job description

Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we've been focused on building a delightful, world-class experience that empowers physicians to deliver phenomenal care to patients.

Customer support has been the same job for twenty years: a queue, a ticket, an SLA, a closed case. That's ending, fast. Over the next 6–9 months, AI will take on more of the routine, repetitive cases at Elation. That doesn't shrink the human role — it builds on it. The work becomes product intelligence: shaping how AI handles conversations, holding the customer-trust moments that need real judgment, and turning patterns into priorities Engineering delivers.

We're hiring Technical Support Specialists to anchor that shift: people who don't just close tickets, but build the systems that eliminate them, design how AI handles conversations, and turn customer patterns into product priorities.

You might’ve been the person on a team who builds the dashboards, automations, or workflows that make everyone else better from a Support, Implementation, CS Ops, or Analyst seat. Now you want to formalize that work as the role itself. As a Technical Support Specialist, you'll bring empathy and judgment to the cases that need it most, own the quality of AI-driven solutions in your domain, and synthesize patterns that influence Product and Engineering roadmaps. We hire for judgment, taste, and curiosity, not process adherence. The bar isn't how many cases you closed; it's how much you reshaped the conditions under which cases happen.

Role and Responsibilities

• Use Good Judgment to Solve Cases. Own customer escalations with cases that genuinely require seasoned judgment, the ones AI can't safely close. Build and protect customer trust in moments that matter.
• Build and own AI quality. Configure AI within Elation's stack (intents, knowledge sources, escalation rules), build lightweight external automations, and own the quality of AI outputs in your domain.
• Synthesize and partner with Product/Eng. Produce formal weekly and monthly insights, participate in roadmap conversations with Product Development teams, and mentor Associates on their build and synthesis work.

What success looks like in your first 6 months:

• Shipped 3–5 AI solutions
• A monthly drumbeat of synthesized insights that Product and Engineering act on, with visible impact on customer experience or a measurable drop in case volume
• Owns a measurable case-volume reduction in your domain by making cases not happen, not by closing them faster
• You question default workflows instead of just executing them, and you ship more by removing work, not just doing more of it.
• You build with AI to make yourself and the teammates around you faster — automating triage, drafting responses, prototyping internal tools, and turning one-off builds into reusable patterns Associates can run with.
• Mentors Associate teammates on AI builds and pattern synthesis

Professional Qualifications

• 0-4+ years of relevant experience inSupport, Implementation, CS Ops, embedded data analyst, or AI/automation tinkerer in any field.
• A concrete portfolio of things you've built or shipped: prompt-engineered systems, dashboards, automations — with evidence of outcomes
• Strong customer-facing communication and trust-building skills
• Pattern recognition and synthesis muscle
• AI-native default. Reaches for AI tools first, treats ambiguity as the work rather than a blocker, and wants to learn how to configure and supervise these systems — not just use them
• A deep desire to drive results for our customers, with high ownership over the outcomes you own
• Curiosity and natural problem-solving instincts
• An instinct to raise the bar for the teammates around you — teaching others to build and synthesize, not just modeling it yourself
• Nice to have: experience in billing

Salary range: $52,500 - 75,000 CAD

Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.

We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.

Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.