Product Support Specialist I

Job not on LinkedIn

🔥 59 minutes ago

🇨🇦 Canada – Remote

💵 $57.4k - $67.5k / year

⏰ Full Time

🟢 Junior

💝 Customer Support

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Prenuvo

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

🤖 Artificial Intelligence

🧬 Biotechnology

💰 Debt Financing on 2022-10

Healthcare • Artificial Intelligence • Biotechnology

Prenuvo is a fast growing health tech company specializing in whole body diagnostic imaging. We are a global leader in whole body MRI screening with a track record of early detection of cancer and other major health diseases. In an era of reactive and fragmented health screening, Prenuvo is rooted in early detection through cutting-edge imaging technology. Our technology brings together comprehensive scans, AI-augmented analysis, and protocols that have been honed over years of research and practice. Together, Prenuvo’s scans offer unparalleled diagnostic accuracy for you and your doctor. We empower people to make informed decisions about their health by putting comprehensive, consistent, and detailed scans in your hands. Simply put, we offer you a window into your own body. Prenuvo is one of the first scans to use artificial intelligence to build consistent, reliable, and standardized reports for the radiologists interpreting your scans. We provide faster, easier access to the clinically-significant insights needed to make more informed health decisions. We do it to help people live longer, better, healthier lives. A more comprehensive picture of your body enables you to feel empowered and advocate for yourself.

📋 Description

• Serve as the first point of contact for clinical and operational teams through the ticketing system • Triage incoming tickets by severity and impact and resolve issues within SLA targets • Reproduce reported problems, gather engineering details, and write documented defect reports • Escalate issues requiring deeper engineering investigation and drive resolutions • Support incident response by gathering information, updating status pages, and communicating impact • Troubleshoot issues using runbooks, address FAQs, and use Confluence canned responses • Investigate issues using internal admin tools, dashboards, and application logs • Identify recurring ticket trends and surface patterns to engineering and product teams • Support improvements to first response time, resolution time, and ticket volume metrics • Operate within the Quality System and maintain records supporting regulated Medical Devices • Exercise judgment on privacy-sensitive cases, including entangled patient profiles, merge requests, and data integrity issues

🎯 Requirements

• 1-2 years of experience in product support, technical support, or a help desk role supporting a software product • Experience working a queue in a ticketing system such as Jira, Zendesk, or Freshdesk and managing requests against SLA targets • Strong troubleshooting skills, including asking effective questions, reproducing issues methodically, and knowing when to escalate • Basic ability to navigate web applications, read error messages, and use browser developer tools • Experience writing support documentation such as knowledge base articles, FAQs, and step-by-step guides • Strong prioritization skills and ability to manage competing urgent requests • Outstanding communication skills and ability to work collaboratively in remote/async environments and translate technical issues for non-technical audiences • Bachelor's Degree in Computer Science or a related field, equivalent experience, or evidence of exceptional ability • 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 • Successful candidates must undergo a background check • Nice to have: experience supporting healthcare products or working in privacy-sensitive environments • Nice to have: exposure to observability or monitoring tools such as Datadog or Sentry • Nice to have: basic experience with browser DevTools, SQL, and Postman

🏖️ Benefits

• Free whole-body scans for each team member • Growth opportunities and professional development • Weekly team gatherings to connect, share, and socialize • Flexible vacation policy • Comprehensive health, dental, vision, and mental health coverage • RRSP and TFSA retirement savings plans for eligible Canadian employees, with immediate optional enrollment; no company matching contributions • Opportunity to make a positive impact on people's lives and health