Technical Support Specialist

🕒 April 2

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Canvas Medical

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2015

☁️ SaaS

🤖 Artificial Intelligence

🤝 B2B

💰 $24M Series B - Canvas Medical on 2022-07

SaaS • Artificial Intelligence • B2B

Canvas Medical is a healthcare software company that provides a specialty-focused ambulatory EHR/EMR platform for outpatient practices. Their product offers pre-built specialty workflows, narrative charting, a unified patient record, plugin extensibility, integrations, and AI-powered agents to automate clinical, operational, and financial tasks like clinical co-piloting, coding, and RCM parsing. Canvas targets medical practices with trial environments, hands-on training, and tools to scale patient care and reporting.

📋 Description

• Triage incoming tickets from Slack, email, and web forms to optimize workflows, identify data discrepancies and improve integrations • Use Sentry, Elastic (ES|QL), and direct database queries to investigate root causes • Read application code using co-pilots (Django, React/TypeScript, GraphQL) to understand expected behavior and identify likely causes • Reproduce issues, document findings, and escalate with clear, evidence-backed write-ups when improvements or fixes are needed • Help developers build on Canvas using the FHIR API and the SDK • Answer "how to" questions about clinical workflows: charting, prescribing (including EPCS), lab ordering, billing/claims submission, patient portal configuration • Point customers to documentation, provide customer-specific guidance and drive an AI-assisted flywheel to improve this process • Handle account operations: account unlocks, staff provisioning, permission changes • Assist with onboarding configurations: fee schedules, ePrescribing enrollment, lab interface setup, SSO configuration • Verify data state using read-only SQL queries against customer databases • Identify patterns in repeat issues and advocate for product/engineering fixes • Contribute to internal runbooks and knowledge base articles • Help refine triage workflows and automation

🎯 Requirements

• 2+ years in a technical support or solutions builder role • Track record of managing multiple concurrent customer issues and triaging by urgency and impact • Strong project management instincts with ability to manage 10-20 open issues simultaneously • Comfortable with co-pilot assisted stack tracing • Working 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 technology experience with understanding of clinical workflows, EMR systems, and healthcare operations • Familiarity 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 stakeholders • Exceptional written communication that you'll leverage explain technical concepts to both developers and clinicians daily • Comfort with ambiguity and ability to investigate problems systematically without a playbook • Strong analytical and problem-solving abilities with a data-driven approach to debugging • Experience with plugin/extension architectures or SDKs a plus

🏖️ Benefits

• Competitive Salary & Equity Package • Health Insurance (includes option with 100% family coverage) • 401k • Paid Maternity/Paternity Leave (12 weeks) • Flexible/unlimited PTO • Home Office Stipend