About UsAt 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 DoServe as the first point of contact for our clinical and operational teams, responding to requests through our ticketing systemTriage incoming tickets by severity and impact, resolving what you can directly and driving every issue to resolution within SLA targetsReproduce reported problems, gather the details engineering needs, and write clear,



well-documented defect reportsEscalate issues that require deeper engineering investigation and work to drive resolutionsSupport incident response by gathering information from affected users, updating status pages, and communicating impact in plain languageTroubleshoot issues and action steps from runbooks, address FAQs, and use canned responses from Confluence so common issues get resolved fasterInvestigate issues using internal admin tools, dashboards, and application logs and work with team membersIdentify trends in recurring tickets and surface patterns to engineering and product teams to drive systemic improvementsSupport improvements to key metrics such as first response time, resolution time, and ticket volumeOperate within our Quality System, creating and updating records that support our regulated Medical DevicesExercise strong judgment on privacy-sensitive cases including entangled patient profiles, merge requests, and data integrity issuesWhat You'll Bring1-2 years of experience in product support, technical support, or a help desk role supporting a software productA service mindset: you genuinely enjoy helping users and take ownership of an issue until it is resolvedExperience working a queue in a ticketing system such as Jira, Zendesk, or Freshdesk, and managing requests against SLA targetsStrong troubleshooting instincts: you ask good questions, reproduce issues methodically,



and know when to escalationComfort navigating web applications, reading error messages, and using browser developer tools at a basic levelExperience writing support documentation such as knowledge base articles, FAQs, and step-by-step guidesCalm under pressure with robust prioritization skills, comfortable managing competing urgent requests simultaneouslyOutstanding communication skills with the ability to work collaboratively in remote/async environments and translate technical issues for non-technical audiencesAn excitement to learn new products and technologies on the jobBachelor's Degree in Computer Science or a related field, equivalent experience, or evidence of exceptional abilityNice To HaveExperience supporting healthcare products or working in privacy-sensitive environmentsExposure to observability or monitoring tools such as Datadog or SentryBasic experience with browser DevTools, SQL for pulling data, and using Postman for API requestsOur ValuesFirst: we are PioneersTransforming 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-BuildersWe'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 PatientsWe 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 OfferAn avenue to make a positive impact on people'#J-18808-Ljbffr

📌 Merchant Product Support Specialist I (Remote) - Remote (Winnipeg)
🏢 Affim
📍 Winnipeg