Responsibilities
- Manage account unlocks, staff provisioning, and permission changes for customer organizations
- Verify data state using read-only queries against customer databases
- Process routine account requests efficiently and accurately
- Triage incoming tickets from Slack, email, and web forms using established runbooks
- Categorize and prioritize tickets by urgency and impact
- Route complex or technical issues to senior specialists with clear context and initial findings
- Maintain accurate ticket metadata (tags, priority, customer, status)
- Build foundational knowledge of Canvas platform configuration and clinical workflows
- Learn to navigate the Canvas EMR, understand appointment types, note workflows, and basic charting concepts
- Develop familiarity with Canvas documentation, FHIR API basics, and the plugin SDK
- Shadow senior specialists on complex investigations to accelerate learning
- Respond to straightforward customer inquiries with clear, empathetic communication
- Set accurate expectations on timelines and next steps
- Escalate with context — summarize what you've checked and what you've learned before handing off
Requirements
- 1+ years in a support, operations, or customer-facing role (technical environment preferred)
- Track record of managing multiple concurrent tasks with attention to detail
- Comfort working in ticketing systems and following established processes
- Basic familiarity with web applications and SaaS platforms
- Willingness to learn SQL, REST APIs, and log analysis tools
- Comfort navigating technical documentation and learning new tools independently
- Interest in healthcare technology
- Willingness to rapidly develop domain expertise in clinical and operational workflows
- Strong written communication — you'll be writing to customers daily
- Organized and process-oriented with good prioritization instincts
- Reliable follow-through on routine tasks while managing competing priorities
- Collaborative mindset and eagerness to learn from more experienced teammates
Nice to Have
- Prior healthcare experience is a plus but not required
- Familiarity with EMR systems, clinical terminology, or healthcare billing is 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
Compensation
Competitive Salary & Equity Package
Who You Are
You're organized and take pride in getting the details right — account operations require precision. You're a quick learner who is genuinely curious about how software systems work. You communicate clearly and know how to ask good questions when you're unsure. You're comfortable following runbooks today and hungry to understand the "why" behind them. You handle repetitive tasks with consistency while looking for ways to improve the process. You're empathetic with customers and understand that behind every ticket is someone trying to deliver patient care.
What Success Looks Like at 90 Days
You're independently handling account operations (unlocks, provisioning, permissions) without escalation. You're triaging incoming tickets accurately using runbooks and routing complex issues with useful context. You've developed a working understanding of the Canvas platform — you can navigate the EMR and explain basic workflows to customers. You've begun learning SQL basics and can run simple verification queries with guidance. You've built strong working relationships with the support team and are actively learning from senior specialists. Customers experience you as responsive, reliable, and easy to work with.
