Technical Support Specialist

{
  "content_hash": "a62dcd126204c2603844599fb9a65ed5ee399e3147cd8f112b5a093dd36b79b6",
  "source_hash": "07499635076d60fe22d3d17cbca337522a438ac80a8e703a8260f963b8aecd13",
  "last_changed_at": "2026-05-30T05:52:11.447Z",
  "active_status": "active"
}

{
  "language": "en",
  "location": {
    "raw": "Kingston, Ontario, K7M 8Z6, Canada",
    "city": "Kingston",
    "region": null,
    "country": "Canada",
    "is_remote": false,
    "confidence": 0.95
  },
  "salary_max": null,
  "salary_min": null,
  "inferred_at": "2026-06-06T09:43:57.750Z",
  "launch_scope": {
    "reason": "bamboohr_production_catalog",
    "included": true,
    "location": {
      "raw": "Kingston, Ontario, K7M 8Z6, Canada",
      "city": "Kingston",
      "region": null,
      "country": "Canada",
      "is_remote": false,
      "confidence": 0.95
    },
    "countries": [
      "Canada"
    ]
  },
  "remote_policy": null,
  "salary_period": null,
  "workplace_type": null,
  "salary_currency": null
}

{}

{
  "list_job": {
    "id": "379",
    "isRemote": null,
    "location": {
      "city": "Kingston",
      "state": "Ontario"
    },
    "atsLocation": {
      "city": null,
      "state": null,
      "country": null,
      "province": null
    },
    "departmentId": "18576",
    "locationType": "2",
    "jobOpeningName": "Technical Support Specialist",
    "departmentLabel": "Support",
    "employmentStatusLabel": "Full-Time"
  },
  "detail_errors": [],
  "detail_job_opening": {
    "location": {
      "city": "Kingston",
      "state": "Ontario",
      "postalCode": "K7M 8Z6",
      "addressCountry": "Canada"
    },
    "datePosted": "2026-04-23",
    "atsLocation": {
      "city": null,
      "state": null,
      "country": null,
      "countryId": null
    },
    "description": "<p><span style=\"font-weight: bold\">Description</span></p>\n<p>Vitalhub Corp. and its subsidiaries provide technology to health and human service providers including hospitals, regional health authorities, mental health, long-term care, home health, community and social services. The Company's solutions span the categories of electronic health records (EHR), case management, care coordination, patient flow, operational visibility, workforce automation and mobile apps.</p>\n<p><br></p>\n<p>VitalHub is based in Toronto, ON, and is publicly traded on the TSX under the symbol “VHI”.</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\"><span><span>Role Overview</span></span></span><span><br></span></p>\n<p><span><span>As a Technical Support Specialist reporting directly to the Customer Operations Manager, you will play a pivotal role in </span><span>collaborating on</span><span> client support, diagnosing, and resolving application issues, and ensuring seamless operational maintenance. Your responsibilities include: </span></span><span> </span></p>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Client Communication:</span></span></span><span><span> Engaging with clients via email and Teams meetings to understand, reproduce and troubleshoot technical issues and concerns. </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Backend Investigation:</span></span></span><span><span> </span><span>Identifying</span><span> and investigating issues within the Application backend systems like configuration, integration, platform, different </span><span>modules</span><span> and database.  </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Incident Management:</span></span></span><span><span> </span><span>Utilizing</span><span> incident management software such as Better Stack to acknowledge and resolve critical or after hour Incidents </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Monito</span><span>ring Implementation:</span></span></span><span><span> Deploying monitoring tools like Azure Monitor, Better Stack, and Dynatrace for proactive system health monitoring. </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Team Collaboration:</span></span></span><span><span> </span><span>Docum</span><span>ent Investigation on tickets collaborate with other internal technical teams like Engineering, Architecture, Platform, etc. </span></span><span> </span></li>\n</ul>\n<p><span> </span></p>\n<p><span style=\"font-weight: bold\"><span><span>As a Technical Support Specialist,</span></span></span><span><span> </span></span><span style=\"font-weight: bold\"><span><span>you will</span></span></span><span><span>:</span></span><span> </span></p>\n<p><span style=\"font-weight: bold\"><span><span>Interact with Clients:</span></span></span><span><br></span></p>\n<ul>\n<li><span><span>Act as the point of contact for Support coordinators from hospitals and healthcare regions, providing exceptional Application technical support. </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Respond promptly to client inquiries, </span><span>demonstrating</span><span> a deep understanding of our software solutions and their functionality. </span></span><span> </span></li>\n</ul>\n<p><span style=\"font-weight: bold\"><span><span>Problem Solve</span></span></span><span><br></span></p>\n<ul>\n<li><span><span>Utilize your technical </span><span>expertise</span><span> to diagnose, </span><span>reproduce</span><span> and troubleshoot application issues efficiently. </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Document all the details of the issue reported, investigation steps performed and escalate to next level of support if </span><span>require</span><br></span></li>\n</ul>\n<ul>\n<li><span><span>Work closely with clients to understand their unique challenges. </span><span>Identify</span><span> and document the business impact, </span><span>urgency</span><span> and priority of an issue reported by the client. </span></span><span> </span></li>\n</ul>\n<p><span style=\"font-weight: bold\"><span><span>Create Documentation</span></span></span><span><br></span></p>\n<ul>\n<li><span><span>Develop and </span><span>maintain</span><span> comprehensive documentation, including FAQs and troubleshooting guides for common application issues </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Empower both clients and internal teams with well-documented resources, enhancing overall system understanding and minimizing resolution times.  </span></span><span> </span></li>\n</ul>\n<p><span style=\"font-weight: bold\"><span><span>Collaborate Across the Organization:</span></span></span><span><br></span></p>\n<ul>\n<li><span><span>Effectively manage escalations and collaborate with cross-functional teams, including Technical Delivery, Engineering, and Operations, to address complex technical challenges. </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Provide</span><span> valuable insights to the engineering team based on client feedback, contributing to continuous product improvement.  </span></span><span> </span></li>\n</ul>\n<p><span style=\"font-weight: bold\"><span><span>Identify</span><span> Issue Patterns</span></span></span><span><br></span></p>\n<ul>\n<li><span><span>Systematically manage and </span><span>identify</span><span> patterns in client issues, working closely with internal stakeholders to ensure swift resolution. </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Proactively </span><span>identify</span><span> potential challenges and contribute to the development of preventive measures to enhance overall system reliability. </span></span><span> </span></li>\n</ul>\n<p><span style=\"font-weight: bold\"><span><span>Implement and </span><span>be Responsible for</span><span> Alerting Systems</span></span></span><span><br></span></p>\n<ul>\n<li><span><span>Spearhead the implementation of monitoring and alerting mechanisms, </span><span>leveraging</span><span> </span><span>state-of-the-art</span><span> tools such as Dynatrace, Better Stack, Azure Monitor, etc. To build monitoring that </span><span>alerts on</span><span> symptoms rather than outages.  </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Take full responsibility for the seamless integration and functionality of these systems, ensuring real-time monitoring of application performance. </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Conduct analysis of monitoring systems to proactively </span><span>identify</span><span> potential areas of concern. </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Provide insightful recommendations to engineering teams based on your analysis, contributing to continuous improvement and optimization of application performance. </span></span><span> </span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\"><span><span>Education and Experience</span></span></span><span><br></span></p>\n<ul>\n<li><span><span>1 – 3 years </span><span>previous</span><span> experience in a similar technical support role.  </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Degree or diploma in computer science, computer systems engineering, software engineering, web design, or a field related to the industry </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Knowledge on ITIL practices and framework </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Knowledge and experience in troubleshooting issues related to SQL server &amp; database </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Knowledge and experience in Azure Dev-ops </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Knowledge and experience in Cloud Azure PaaS and SaaS environments </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Able to effectively communicate technical concepts to other technical and non-technical staff members </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Familiar with Scrum and agile process </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Demonstrated aptitude for learning </span><span>new technologies</span><br></span></li>\n</ul>\n<ul>\n<li><span><span>Effective written and verbal communication skills </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Excellent teamwork and time management skills with the ability to work well under pressure, meet set deadlines, complete tasks with minimal supervision and complete overlapping projects </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Strong knowledge of browser debugging tools for all major browser types </span></span><span> </span><br></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\"><span><span>Organizational Responsibilities</span></span></span><span><br></span></p>\n<ul>\n<li><span><span>Compliance with all applicable privacy legislation </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Compliance with all employment legislation </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Compliance with all Vitalhub</span><span> policies </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Ownership of a valid passport </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Participation in an inclusive and supportive team environment </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Continuing professional development to stay current with industry standards </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Additional</span><span> duties as </span><span>required</span><br></span><span> </span></li>\n</ul>\n<p><span style=\"font-weight: bold\"><span><span>Working Conditions</span></span></span><span><br></span></p>\n<ul>\n<li><span><span>Employee may sit for prolonged periods of time </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Prolonged periods of time viewing computer </span><span>monitor</span><span> and keyboarding </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Tight deadlines, with multiple and rapidly changing priorities </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Interacting with internal and external stakeholders </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Open office floor plan with ambient noise and a regular flow of people around the office </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Employee may </span><span>be required</span><span> to travel (overnight) as </span><span>required</span><br></span><span> </span></li>\n</ul>\n<p><span style=\"font-weight: bold\"><span><span>Hours of Work</span></span></span><span><br></span></p>\n<ul>\n<li><span><span>Monday to Friday, 8 hours per day, starting at 0800, 0830 or 0900, as agreed upon between the employee and their manager </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Minimum</span><span> hours of work each week is 40, unless otherwise agreed to between the employee and their manager </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Employee may </span><span>be required</span><span> to work </span><span>additional</span><span> hours/days to meet deadlines </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Employee is</span><span> </span><span>designated</span><span> as “</span><span>on-call</span><span>” staff </span><span>member</span><span>.  (Employees </span><span>is Responsible for</span><span> responding to after-hours support calls within 1 hour of </span><span>initial</span><span> contact when </span><span>designated</span><span> as being </span><span>on-call</span><span> for a given week.) </span></span><span> </span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-weight: bold\">Vacancy Status:</span><span> </span>This posting represents an active vacancy for which we are currently hiring. </p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">VitalHub is committed to equal opportunities in employment. We welcome applications from all minority group members, women, Aboriginal persons, persons with disabilities, members of sexual minority groups, and others who may contribute to the further diversification of ideas. VitalHub is committed to reflecting the diverse communities it serves and to practicing cooperation, respect, and openness with its employees, customers, and candidates.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">At VitalHub, we see hiring as a deeply human process. While we use technology to improve efficiency, people, not algorithms, make our hiring decisions. AI is used in limited, administrative ways, such as helping schedule interviews and supporting our applicant tracking system with basic keyword matching.</span></p>\n<p><span style=\"font-size: 12pt\"><br>We do not use AI to evaluate candidates, conduct interviews, or make hiring decisions. Every application is reviewed and every decision is made by real people who are focused on finding the right fit for both the candidate and VitalHub.</span></p>",
    "compensation": "65,000 - 80,000",
    "departmentId": "18576",
    "locationType": "2",
    "seekPromoted": false,
    "jobCategoryId": null,
    "jobOpeningName": "Technical Support Specialist",
    "departmentLabel": "Support",
    "jobOpeningStatus": "Open",
    "minimumExperience": "Mid-level",
    "jobOpeningShareUrl": "https://vitalhub.bamboohr.com/careers/379",
    "employmentStatusLabel": "Full-Time"
  }
}