Product Support Specialist I - Health Tech Impact

Prenuvo; Vancouver (WA); Sur place; USD 41 000 - 48 000; Plein temps

Avantages offerts par ce poste

Health, dental, vision, mental health

Flexible vacation policy

Free whole-body scans for employees

RRSP/TFSA retirement plans access

Résumé du poste

Prenuvo is seeking a Product Support Specialist I to join our team in Canada. You will be the first point of contact for clinical and operations teams, triaging tickets, and driving fast resolutions within SLA targets.

In this role you will reproduce issues, gather details for engineering, write clear defect reports, and contribute to knowledge base content while collaborating across remote teams. 1–2 years in software product support is expected.

Qualifications

• 1–2 years of experience in product support, technical support, or a help desk role for a software product.
• Service mindset with ownership to resolve issues.
• Experience in ticketing systems and meeting SLA targets.
• Strong troubleshooting and scientific approach to problem solving.
• Comfort using web apps, reading errors, and basic browser DevTools.
• Experience writing support documentation (KBs, FAQs, guides).
• Calm under pressure with strong prioritization in a busy queue.
• Excellent communication for cross-team collaboration in remote/async environments.
• Eagerness to learn new products and technologies.

Responsabilités

• Serve as the first contact for clinical/operational teams via ticketing system.
• Triage tickets by severity, drive resolution within SLA targets.
• Reproduce problems, gather details for engineering, write defect reports.
• Escalate issues needing deeper engineering investigation.
• Support incident response with status updates and clear impact language.
• Refer to runbooks and Confluence to resolve common issues faster.
• Investigate issues using internal tools and logs with teammates.
• Identify recurring patterns to drive systemic improvements.
• Support improvements to key metrics like response/resolution times.

Connaissances

Customer support

Ticketing systems

Troubleshooting

Communication

Documentation writing

Prioritization

Fast learning

Privacy & data handling

Remote collaboration

Formation

Bachelor's Degree in Computer Science or related

Outils

Jira

Zendesk

Freshdesk

Description du poste

Prenuvo is seeking a Product Support Specialist I to join our team in Canada. You will be the first point of contact for clinical and operations teams, triaging tickets, and driving fast resolutions within SLA targets.

In this role you will reproduce issues, gather details for engineering, write clear defect reports, and contribute to knowledge base content while collaborating across remote teams. 1–2 years in software product support is expected.