Product Support Specialist I

Prenuvo

. Serve as the first point of contact for clinical and operational teams through the ticketing system .

Posted 10/15/2026full-timeRemote • CanadaJunior💰 CA$57,375 - CA$67,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong troubleshooting and prioritization skills in a product support role, effectively managing ticketing systems and resolving issues within SLA targets. Capable of communicating technical information clearly to non-technical audiences while maintaining compliance in privacy-sensitive environments.

Highest-signal resume keywords

Ticketing System ManagementTroubleshooting SkillsSupport Documentation WritingOutstanding Communication SkillsExperience in Healthcare Products

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Product SupportTechnical SupportTroubleshootingSLA ManagementSQLBrowser Developer ToolsDocumentation Writing

Soft Skills

PrioritizationCollaborationEffective Questioning

Tools & Technologies

JiraZendeskFreshdeskConfluenceDatadogSentryPostman

Certifications & Qualifications

Bachelor's Degree in Computer Science

Industry Keywords

Quality SystemMedical DevicesPrivacy-Sensitive Environments

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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