Senior Technical Support Specialist

Greater Toronto AreaRemoteFull-timesenior

Customer SupportTechnical Support Specialist

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Quick Summary

Overview

What if you could personally impact the future of healthcare? As part of the PocketHealth team, you will enable hospitals and clinics across North America — and more importantly, empower over 2 million patients — to discover a better healthcare experience.

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PocketHealth is a patient-centric platform that enables hospitals and clinics across North America to share imaging records digitally with patients, instantly and securely. Through our platform, we enable patients to be active and engaged participants in their own care, and take control of their care journey. In addition to image sharing, which is the heart of the PocketHealth platform, we’ve grown our core functionality to enable sharing between hospitals and physicians, as well as instant image retrieval and automated importing capability. PocketHealth is a unified image management solution for over 800 hospitals and clinics across North America. We believe that by placing patients at the center of the record release process, data moves more ethically, easily and securely throughout the care journey, and we’re looking for passionate individuals to help make this vision a reality for millions more patients across North America.

About the role

PocketHealth is looking for a Senior Technical Support Specialist to support production healthcare systems used by providers and patients. This is not traditional IT helpdesk work — this role focuses on troubleshooting complex software systems backed by databases in a high-volume, business-critical environment.

You will work at the intersection of support, engineering, and customers, investigating system behavior, analyzing data, and resolving escalations that impact clinical workflows. The team operates like application and systems support analysts, ensuring reliability of PACS/DICOM workflows and related healthcare applications. You will become a trusted technical resource across the business, contributing to system stability, root cause analysis, and process improvement.

This team protects the reliability of healthcare workflows. The issues you resolve directly impact providers accessing medical imaging and patients accessing their records. Your work ensures the platform operates reliably at scale.

This job posting is for an existing vacancy. The salary range for this position is $72,000 – $80,000 annually, depending on the experience and expertise you bring to the team. Salary is just one part of the story, though; this role is also eligible for equity in the form of stock options and includes a comprehensive health and benefits package. We view our compensation as a total investment in your well-being, designed to support you both in your work and in your life outside of it.

Investigate and resolve escalated production issues impacting providers and patients.

Troubleshoot software systems backed by databases, using SQL queries to validate data, system behavior, and root causes.

Diagnose issues at the system level - including configuration, integrations, and workflow behaviour - not just restarting services, but understanding why something is failing.

Identify and replicate bugs, and escalate internally with clear documentation.

Support PACS, DICOM, and healthcare application workflows in a live production environment, and maintain SLAs for high-impact cases.

Document repeatable troubleshooting processes, system behaviours, and workarounds; contribute to process and tooling improvements.

Contribute to technical implementation projects, supporting PACS/RIS/EMR integrations and DICOM/HL7 configuration as needed.

Work cross-functionally with Engineering, Product, Account Management, and Technical Services to resolve complex issues.

3+ years of experience supporting production software systems backed by databases (SQL Server, Oracle, MySQL, etc.).

Comfortable writing queries to investigate data issues and validate system behaviour.

Experience troubleshooting complex applications (not just device or hardware support).

Experience supporting business-critical platforms such as PACS, ERP, EMR, financial, education, or industrial systems.

Ability to diagnose issues at the system level, including configuration, integrations, and workflow behaviour.

Strong communication skills - able to work directly with technical and non-technical stakeholders.

PACS / RIS / EMR system experience and knowledge of DICOM or HL7 standards.

Experience working in healthcare environments; familiarity with HIPAA, PHIPA, or SOC2.

Exposure to Windows server environments and systems or network administration.

Experience documenting processes and creating user or internal guides.

Experience working with performance metrics and SLAs.

You can do amazing things at PocketHealth. You can positively impact the healthcare journey for millions of people, while building your career and developing your skills. It doesn’t have to be one or the other. It has been a part of our mission since our founding to empower patients & make healthcare accessible to all, and we know this can only be achieved with a team of diverse perspectives that is representative of the Patient & Provider communities we serve.

People love working here for these reasons and more: working remotely, our competitive salaries and benefits (including stock options for every employee!), four weeks of paid time off, unlimited paid wellness days, extended mental health coverage, and 16 weeks of parental leave top-up.

We’re proud to foster a culture that embraces diversity, equity, and inclusion, and we believe in caring for our employees with the same thoughtfulness we offer our Patients & Providers.

If there are ways we can support you through the recruitment process with an accommodation, please let us know by reaching out to DEI@pocket.health. Applications are accepted via posting only.