About FullscriptWe're an industry-leading health technology company on a mission to help people get better. We started in 2011 with one simple idea. Make it easier for practitioners to access the products they trust so they can deliver better care.That easy idea grew into a platform that powers every part of care. Today, more than 125,000 practitioners use Fullscript for clinical insights, lab interpretations, patient analytics, education, and access to high-quality supplements. Over 10 million patients rely on Fullscript to stay connected to their care plans and follow through on treatment.We build tools that make care smarter and more human. Tools that save time, simplify decisions, and help practitioners stay closely connected to the people they care for. When everything they need is in one place, they can focus on what matters most: helping people get better.This is your invitation.Bring your ideas, your grit, and your care for people. Join us and shape the future of care.The OpportunityTechnical Support Specialists serve as the operational bridge between customer-facing teams and Engineering. This role is responsible for validating, reproducing, documenting, and coordinating customer-reported technical issues to ensure they are high-quality, actionable, and prioritized based on real customer and business impact.This role is ideal for someone who enjoys deep technical investigation, clear documentation, and working closely with Engineering to improve product quality over time; not just resolve individual tickets.What you'll ownEscalation Intake, Reproduction & ValidationIntake technical escalations from customer-facing teams and external partners (including API/EHR integrations)Investigate reported issues to determine whether they are reproducible defects, configuration issues, or expected behaviorReproduce issues across environments where possible and validate technical accuracy before escalationEnsure only high-signal, well-validated issues are escalated to EngineeringDocumentation & Impact AssessmentCreate clear, high-quality escalation documentation, including:Reproduction stepsExpected vs. actual behaviorImpacted users, workflows, or ordersLogs, screenshots,



or supporting artifactsAssess and document customer, operational, and business impact to support effective engineering triageEngineering Partnership & Triage SupportAct as a consistent interface between CX and Engineering for technical escalationsPartner with Engineering during triage by providing context, answering follow-up questions, and gathering additional informationApply standardized severity and prioritization frameworks consistentlyCommunication & Feedback LoopsProvide timely, accurate updates to customer-facing teams on escalation status and progress, translating technical details into clear, actionable guidance and workarounds that can be communicated to practitioners and patientsEnsure clarity and consistency in escalation-related communicationClose the loop post-resolution with validation outcomes and learningsPost-Resolution Validation & PreventionValidate fixes in production, document outcomes, and close the loop with originating teamsIdentify recurring defects and maintain known-issues documentationMaintain backlog health by triaging new issues, closing resolved items, consolidating duplicates, and re-prioritizing based on impactWhat you bring to the tableRequired1–3 years of experience in technical support, CX operations, incident management, QA support, or a related roleStrong technical understanding, with background or exposure to data, code-related concepts, integrations, APIs, or web technologiesExcellent communication skills with both technical and non-technical users.Comfort working cross-functionally with CX, Product, and Engineering teamsHigh attention to detail and process consistencyGenuinely enjoys troubleshooting and problem-solving,



with a passion for finding solutions.PreferredExperience working with Engineering ticketing systems (e.G., Linear, GitLab)Familiarity with APIs, integrations, or SaaS platformsExperience supporting escalation workflows or incident responseExperience using AI-assisted tools to support technical investigation, debugging, or documentationComfort exploring logs, configurations, APIs, or code-level behavior alongside EngineeringWhat we can offer youSalary range: $70,000 to $80,000 CAD annuallyRemote-first flexibility to work where you work best, with Ottawa, Toronto, Kelowna, or Calgary preferred for this role.Flexible PTO and competitive pay, because work-life balance mattersRRSP match to invest in your futurePremium benefits package with customizable coverage, paramedical services, and an HSA.Fullscript discounts to save on high-quality wellness productsContinuous learning opportunities to grow your skills and careerFullscript shares salary ranges to support transparency and help candidates make informed decisions. The range shown reflects base salary only and does not include stock options, wellness stipends, or other benefits that are part of Fullscript's total rewardspackage.Final compensation depends on experience, skills, and location. We review pay regularly to stay aligned with market data and internal equity. Benefits and total rewards may vary by region.Why FullscriptGreat work happens when people feel supported, trusted, and inspired. At Fullscript, we stay curious and keep finding smarter ways to make care better. We grow together, take on new challenges, and focus on impact. We put people first, work as a team, and leave egos at the door.Fullscript is an equal opportunity employer committed to creating an inclusive workplace. Accommodations are available upon request at [email protected] offers are contingent on successful background checks conducted in compliance with federal, state, and provincial laws.We use AI tools to support parts of the hiring process, including screening and reviewing responses. Final hiring decisions are always made by people and follow all applicable privacy and employment laws in Canada and the U.S.

📌 Technical Support Specialist (Ottawa)
🏢 Fullscript
📍 Ottawa