Original job description
Location: Toronto, Ontario (hybrid - 1 day in office weekly)
Overview
Greenspace Mental Health is on a mission to empower mental health systems, providers, and individuals in care with the Measurement-Based Care (MBC) technology and data they need to continuously enhance care quality, and drive measurable financial value for partner organizations.
We are searching for a detail-oriented, technically curious, and highly collaborative Solutions Specialist to join our Customer Success team. In this role, you will work across assessments, integrations and implementation, supporting both customer-facing and internal operational improvements.
You will develop deep expertise in Greenspace’s assessment build process and tooling, our most common EHR integrations, and the operational workflows that enable customers to successfully adopt measurement-based care at scale. You’ll act as a cross-functional problem-solver: contributing to key initiatives, and serving as a technical subject matter expert.
This role is ideal for someone who loves digging into systems, solving complex problems, and turning operational friction into scalable, repeatable processes that make life easier for customers and internal teams alike.
Key Responsibilities1. Assessments Program: Build, Quality & Tooling
Develop familiarity with Greenspace’s assessment build process, tooling, and assessment library, becoming a go-to resource for assessment configuration, maintenance and troubleshooting.
Own a portfolio of assessment build and update requests – delivering builds on time while communicating clearly with internal stakeholders (e.g., CSMs, Sales, Product, Support).
Configure and test new and updated assessments (e.g., scales, scoring logic, branching, pagination) to ensure accuracy, usability, and consistency with our product and quality standards.
Evaluation and adoption of AI tooling to improve assessment build speed, quality, and documentation.
2. Configuration & Testing Support for Customer Projects
Provide project support under the guidance of the Implementation and/or Integration Specialist(s), which may include:
Configuring and validating Greenspace environments based on customer requirements and in alignment with project plans.
Assisting with documentation, and test case creation.
Executing integration test cases during internal QA and supporting Customer UAT.
Documenting configuration and testing outcomes to support customer enablement and internal documentation requirements
3. EHR Integrations SME & Support
Develop working expertise in Greenspace’s most common EHR integrations (e.g., typical workflows, data flows, triggers, error patterns, and known edge cases).
Help investigate and troubleshoot complex integration issues by:
Reviewing logs, error messages, and configuration details.
Reproducing issues in test environments where appropriate.
Collaborating closely with the Integration Specialist and Engineering to identify root causes and next steps.
4. Cross-Functional Collaboration, Efficiency & AI-First Mindset
Contribute to internal documentation, playbooks, and training materials that help scale knowledge across the organization (e.g., how-to guides, runbooks, troubleshooting flows).
Continuously identify workflow enhancements that reduce manual effort, improve the predictability of delivery timelines and outcomes, and enable teams to consistently produce high-quality work at scale
Approach day-to-day work with an AI-first mindset, actively exploring and adopting AI tools to streamline configuration, testing, documentation, and investigation of issues.
Share learnings and examples of effective AI usage to strengthen AI adoption within the Solutions team and contribute to a culture of experimentation, efficiency, and innovation.
What Success Looks Like (First 6 Months)
You’re delivering assessment builds that are consistently accurate and require minimal QA iteration, catching edge cases before they surface.
You’re able to move a steady stream of assessment build requests forward without prompting, balancing speed with attention to detail and keeping stakeholders informed when priorities shift.
You contribute to customer projects by configuring and validating environments that work as expected in testing, with issues clearly documented and easy to act on.
You can investigate integration issues end-to-end - reviewing logs, isolating variables, and either resolving the issue or handing off with clear, actionable context.
Your documentation is used by others to unblock themselves, reducing repeat questions and making common workflows easier to execute.
You’ve introduced practical improvements (e.g., templates, AI-assisted workflows, or process improvements) that the team adopts to reduce manual effort or turnaround time.
What You Bring
Experience:
1-2+ years in a technical, customer-facing or operations role such as technical support specialist, systems analyst, or similar.
Experience working with SaaS platforms in healthcare or another regulated industry is a strong asset.
Technical & Analytical Skills:
Comfort configuring software systems
Strong troubleshooting skills; you enjoy digging into details, isolating variables, and methodically narrowing down root causes.
Familiarity with EHRs, healthcare data, or integration concepts (e.g., HL7, FHIR, APIs, SFTP) is a significant plus; an eagerness to learn quickly is essential.
Experience working with technical tools (e.g., log viewers, basic SQL, Postman/API clients, or integration platforms) is an asset.
Process & Execution:
Highly organized with strong prioritization and time management skills; able to manage multiple requests in parallel without dropping details.
Comfortable working from structured project plans and contributing to the design and improvement of those processes.
A bias toward documentation and repeatability – you don’t just fix a problem once, you help ensure we can fix it faster next time.
Collaboration & Communication:
Excellent written and verbal communication skills; able to translate complex technical concepts into clear, accessible language for non-technical audiences.
A service mindset – you genuinely enjoy helping colleagues and customers succeed.
Mission & Values Alignment:
Passion for improving mental healthcare and enthusiasm for Greenspace’s mission.
Comfort working in a fast-paced, high-growth environment where we are continuously iterating on our processes, tools, and offerings.
Bonus if you have:
Experience working directly with EHR systems or healthcare providers.
Exposure to AI-powered tools or automation in the context of configuration, testing, documentation, or support.
Experience in a startup or scale-up environment.
Why Greenspace
Opportunity to directly contribute to improving mental health outcomes across North America.
A highly collaborative team culture that values excellence, continuous improvement, and doing the right thing for patients and providers.
Remote-friendly work environment with a tight-knit team and meaningful opportunities to grow your skills and impact over time.
