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Added 9 hours ago
AI
QA Automation Engineer – Python, Playwright & SQL
Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!
Toronto, ON
- Full-time
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Added 9 hours ago
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Toronto, ON
- Contract
Strong experience with automation tools and frameworks such as Selenium WebDriver, Python/PyTest, REST Assured, and ReadyAPI.
Added 9 hours ago
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- Contract
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- Full-time
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Added 10 hours ago
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Toronto, ON
- Full-time
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- Full-time
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Added 10 hours ago
AH
Technical Support Coordinator
Altea Healthcare
Burnaby, BC
- $55,000 to $65,000 CAD / year
- Full-time
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Added 10 hours ago
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Added 11 hours ago
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Altea Healthcare

Technical Support Coordinator

Burnaby, BC, Canada

$55,000 to $65,000 CAD / year · Full-time

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Job details

Pay: $55,000 to $65,000 CAD / year
Job type: Full-time
Apply by: Dec 12, 2026
Posting language: English
Posted: Nov 12, 2026

Original job description

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.

This is a mid-level role suited for someone who can independently investigate and resolve technical issues, take ownership of their ticket queue, and communicate effectively with customers and internal teams.

You will manage incoming support requests, troubleshoot technical issues, and work closely with our Product and Engineering teams to investigate platform-related concerns, document bugs, and manage technical cases from initial triage through resolution.

You will also play an important role in developing and improving Aarista's support operations by establishing structured workflows, maintaining process documentation, and creating troubleshooting guides and playbooks that support a consistent and scalable support function.

Responsibilities

Monitor, triage, and manage incoming Freshdesk tickets, ensuring timely acknowledgement, accurate prioritization, and appropriate routing.
Independently investigate and troubleshoot user-reported issues by reproducing behaviors, isolating potential root causes, and documenting findings.
Determine whether reported issues are related to user behavior, system configuration, or platform defects, and escalate technical issues 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 accurate records of open cases, investigation progress, and resolution status.
Follow up with Engineering on reported bugs to monitor resolution progress and provide timely updates to affected customers.
Collaborate with Product Managers and Engineers by providing clear ticket notes, technical findings, logs, and reproducible steps.
Identify recurring patterns across support tickets that may indicate systemic issues or opportunities for product and workflow improvements.
Take ownership of the end-to-end support workflow, from ticket intake and triage through escalation, resolution, and closure.
Identify opportunities to improve support processes, response times, and overall customer experience.
Create and maintain process documentation covering support workflows, escalation procedures, triage criteria, and standard operating procedures.
Develop and maintain internal knowledge base articles, troubleshooting guides, and customer-facing support documentation.

Requirements

Demonstrated ability to independently troubleshoot and resolve technical issues with minimal supervision.
Experience using Freshdesk or a comparable ticketing/helpdesk platform.
Strong problem-solving skills, including the ability to reproduce technical issues, isolate variables, and document findings for technical and non-technical audiences.
Experience documenting and formalizing processes, including the ability to turn informal workflows into clear, repeatable procedures.
Excellent written and verbal communication skills, with the ability to manage customer expectations clearly and professionally.
Strong organizational skills and the ability to manage multiple support tickets, competing priorities, and follow-ups effectively.
Ability to work collaboratively with cross-functional teams, particularly Product and Engineering.
A proactive, team-oriented attitude with a high degree of accountability and 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, including the Console and Network tabs, for front-end diagnostics.
Exposure to QA processes, product development lifecycles, or user acceptance testing.
Experience with scripting, automation tools, or internal tooling such as Python, Power Automate, or Airtable.

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More about this job

Responsibilities

Manage support tickets from intake and triage through investigation, escalation, resolution, and closure, including reproducing issues and documenting confirmed bugs for Engineering. Improve support operations by tracking recurring issues, coordinating with Product and Engineering, and creating workflows, procedures, troubleshooting guides, and knowledge base content.

Requirements

The role requires independent technical troubleshooting, experience with a helpdesk platform, strong problem-solving and documentation skills, and the ability to manage multiple tickets and customer expectations. Candidates should communicate effectively and collaborate with Product and Engineering; familiarity with SaaS or healthcare software, EHR/EMR systems, SQL, APIs, browser developer tools, QA, or automation is an asset.

Skills

Technical Troubleshooting
Ticket Triage
Freshdesk
Root Cause Analysis
Bug Documentation
Process Documentation
Customer Communication
Case Management
Cross-Functional Collaboration
Knowledge Base Development
EHR/EMR Systems
SQL
APIs
Browser Developer Tools
QA Processes
Scripting and Automation

Visa sponsorship

Not detected in the job text

Keywords

Freshdesk
EHR
EMR
Healthcare IT
SaaS
Technical Support
Ticket Triage
Troubleshooting
Root Cause Analysis
Bug Tracking
Issue Tracker
Engineering Escalation
Product Management
Process Documentation
Standard Operating Procedures
Knowledge Base
Customer Support
SQL
APIs
Browser Developer Tools
Console
Network Tab
Quality Assurance
User Acceptance Testing
Python
Power Automate
Airtable

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