Job Title: Technical Support Coordinator
Company: Aarista/Altea Healthcare IT
Location: Burnaby, BC. Hybrid
Salary: $55,000-$65,000 CAD depending on experience
Overview
We are looking for a resourceful and self-directed Technical Support Coordinator to join our support team and help ensure the smooth operation of our EHR platform across an extended weekly schedules. This is a mid-level role well suited for someone who can investigate and resolve technical issues independently, takes ownership of their ticket queue, and communicates clearly with both customers and internal teams.
You will serve as the primary support contact on weekends, meaning the ability to troubleshoot and make judgment calls without immediate team backup is essential. During the week, you will work closely with our product and engineering teams to investigate issues, log bugs, and manage ongoing technical cases from triage through to resolution. You will also play a foundational role in shaping how support operates at Aarista - owning the end-to-end support workflow and building the process documentation and playbooks that our growing support team will rely on.
Responsibilities
- Monitor, triage, and manage incoming Freshdesk tickets, ensuring timely acknowledgement, accurate prioritization, and appropriate routing.
- Independently investigate and troubleshoot user-reported issues - reproduce behaviors, isolate root causes, and document findings clearly.
- Identify whether issues stem from user behavior, configuration, or platform defects, and escalate with full context when engineering involvement is required.
- Log confirmed bugs in the issue tracker with detailed reproduction steps, environment information, and supporting evidence.
- Track recurring and ongoing technical issues, maintaining a running log of open cases and their current status.
- Follow up with engineering on logged bugs to ensure resolution progress and communicate updates to affected customers.
- Provide weekend coverage as the sole support contact - assess urgency, respond to critical issues independently, and escalate P1 situations per defined criteria.
- Collaborate with product managers and engineers during the week by providing clear ticket notes, logs, and reproduction steps.
- Identify patterns across tickets that may indicate systemic issues or opportunities for product or workflow improvement.
- Own and continuously improve the end-to-end support workflow process - from ticket intake through escalation, resolution, and closure - ensuring consistency and clarity at every stage.
- Create and maintain process documentation covering support workflows, escalation paths, triage criteria, and standard operating procedures for both current and future team members.
- Maintain and contribute to internal knowledge base articles, troubleshooting guides, and customer-facing support documentation.
Requirements
- Demonstrated ability to troubleshoot technical issues independently, including in situations where immediate team support is not available.
- Experience with Freshdesk or a comparable ticketing/helpdesk platform.
- A structured, methodical approach to problem-solving - able to reproduce issues, isolate variables, and document findings for both technical and non-technical audiences.
- Demonstrated ability to document and formalize processes - comfortable taking an informal or undocumented workflow and turning it into a clear, repeatable, written procedure.
- Excellent written and verbal communication skills - able to manage customer expectations clearly and professionally under pressure.
- Strong organizational skills and ability to manage multiple open tickets and competing priorities without close supervision.
- Positive, team-oriented attitude with a high degree of self-motivation.
Nice to Have
- Familiarity with SaaS environments or healthcare/clinical software.
- Experience with EHR/EMR systems, clinical workflows, or healthcare operations.
- Basic knowledge of SQL, APIs, or software debugging concepts.
- Familiarity with web browser developer tools (Console, Network tab) for front-end diagnostics.
- Exposure to QA processes, product development lifecycles, or user acceptance testing.
- Experience with scripting, automation tools, or internal tooling (e.g., Python, Power Automate, Airtable).
