Canvas Medical is accelerating everyday medicine with an EMR platform built for healthcare automation. We create modern, elegant front- and back-end tooling to enable new ways for developers and clinicians to integrate data, automate workflows, and collaborate to solve healthcare's toughest challenges. In doing so we advance our mission to give care teams superpowers with software.Canvas is institutionally backed by some of the greatest technology investors in the world (funded notable health tech companies such as GoodRx, Oscar Health, and Hims & Hers Health).The RoleWe're hiring a Technical Support Specialist to join our Support team and serve as the critical bridge between our customers and the Canvas platform. This role is the front line for healthcare organizations building on Canvas — you'll investigate customer problems, guide developers through our FHIR API and SDK, troubleshoot clinical workflows, and dig through database records and application logs to find the root cause of a problem.You'll work directly with clinicians, practice managers, and developers at healthcare organizations ranging from telehealth startups to complex multi-site operations.This is not a "read from the script" support role. You'll need genuine technical skills - building Python plugins with AI co-pilots, writing SQL, understanding REST APIs — combined with the empathy and communication skills to work with people who are trying to deliver patient care and can't afford downtime. Your work will directly impact how care teams experience the Canvas platform every day, and your field insights will drive product improvements that benefit the entire customer base.What You'll DoInvestigation & Technical ResolutionTriage incoming tickets from Slack, email, and web forms to optimize workflows, identify data discrepancies and improve integrationsUse Sentry, Elastic (ES|QL), and direct database queries to investigate root causesRead application code using co-pilots (Django, React/TypeScript, GraphQL) to understand expected behavior and identify likely causesReproduce issues, document findings, and escalate with clear, evidence-backed write-ups when improvements or fixes are neededPlatform Guidance & Developer SupportHelp developers build on Canvas using the FHIR API and the SDKAnswer "how to" questions about clinical workflows: charting, prescribing (including EPCS), lab ordering, billing/claims submission, patient portal configurationPoint customers to documentation, provide customer-specific guidance and drive an AI-assisted flywheel to improve this processConfiguration & Account ManagementHandle account operations: account unlocks, staff provisioning, permission changesAssist with onboarding configurations: fee schedules, ePrescribing enrollment, lab interface setup, SSO configurationVerify data state using read-only SQL queries against customer databasesSupport Quality & Process ImprovementIdentify patterns in repeat issues and advocate for product/engineering fixesContribute to internal runbooks and knowledge base articlesHelp refine triage workflows and automationQualificationsRequired Experience & Background2+ years in a technical support or solutions builder roleTrack record of managing multiple concurrent customer issues and triaging by urgency and impactStrong project management instincts with ability to manage 10-20 open issues simultaneouslyTechnical ExpertiseComfortable with co-pilot assisted stack tracingWorking knowledge of SQL and REST APIs (making requests, reading docs, interpreting HTTP status codes and JSON payloads)Familiarity with log analysis tools (Elastic) and error tracking tools (Sentry)Healthcare & Domain KnowledgeHealthcare technology experience with understanding of clinical workflows, EMR systems, and healthcare operationsFamiliarity with FHIR or healthcare interoperability standards (HL7, CCDA)Familiarity with healthcare billing (RCM, claims submission, eligibility)Ability to quickly develop domain expertise and speak credibly with clinical stakeholdersSkills & CapabilitiesExceptional written communication that you'll leverage explain technical concepts to both developers and clinicians dailyComfort with ambiguity and ability to investigate problems systematically without a playbookStrong analytical and problem-solving abilities with a data-driven approach to debuggingExperience with plugin/extension architectures or SDKs a plusWho You AreYou're energized complex problem solving and customer interaction, equally comfortable investigating a database anomaly and walking a clinician through a workflow change in the afternoonYou have a knack for translating technical complexity into clear, empathetic communication that meets people where they areYou bring a systematic approach to debugging, where you check logs, query data, and read code before forming hypothesesYou combine technical depth with genuine care for the people on the other end of the ticketYou're comfortable saying "I don't know yet" and then methodically figuring it outYou have experience in healthcare technology or a strong willingness to rapidly develop domain expertise in clinical and operational workflowsWhat Success Looks Like at 90 DaysYou're independently handling the full range of support tickets from account operations to bug investigations to developer guidance with minimal escalationYou've contributed to at least 3 internal runbooks or knowledge base articles based on patterns you've identified in customer issuesYou're using SQL, Sentry, and Elastic confidently to investigate issues and communicate findings with evidenceYou've built a working relationship with the engineering team and can write escalation reports that engineers can act on without back-and-forthCustomers recognize you as a reliable, knowledgeable point of contactEmployee BenefitsCompetitive Salary & Equity PackageHealth Insurance (includes option with 100% family coverage)401kPaid Maternity/Paternity Leave (12 weeks)Flexible/unlimited PTOHome Office Stipend
