[Hiring] Senior Technical Support Specialist @PocketHealth

Role Description

PocketHealth is looking for a Senior Technical Support Specialist to support production healthcare systems used by providers and patients. This is not traditional IT helpdesk work — this role focuses on troubleshooting complex software systems backed by databases in a high-volume, business-critical environment.

• Investigate and resolve escalated production issues impacting providers and patients.
• Troubleshoot software systems backed by databases, using SQL queries to validate data, system behavior, and root causes.
• Diagnose issues at the system level, including configuration, integrations, and workflow behaviour.
• Identify and replicate bugs, and escalate internally with clear documentation.
• Support PACS, DICOM, and healthcare application workflows in a live production environment, and maintain SLAs for high-impact cases.
• Document repeatable troubleshooting processes, system behaviours, and workarounds; contribute to process and tooling improvements.
• Contribute to technical implementation projects, supporting PACS/RIS/EMR integrations and DICOM/HL7 configuration as needed.
• Work cross-functionally with Engineering, Product, Account Management, and Technical Services to resolve complex issues.

Qualifications

• 3+ years of experience supporting production software systems backed by databases (SQL Server, Oracle, MySQL, etc.).
• Comfortable writing queries to investigate data issues and validate system behaviour.
• Experience troubleshooting complex applications (not just device or hardware support).
• Experience supporting business-critical platforms such as PACS, ERP, EMR, financial, education, or industrial systems.
• Ability to diagnose issues at the system level, including configuration, integrations, and workflow behaviour.
• Strong communication skills - able to work directly with technical and non-technical stakeholders.

Requirements

• PACS / RIS / EMR system experience and knowledge of DICOM or HL7 standards (nice to have).
• Experience working in healthcare environments; familiarity with HIPAA, PHIPA, or SOC2 (nice to have).
• Exposure to Windows server environments and systems or network administration (nice to have).
• Experience documenting processes and creating user or internal guides (nice to have).
• Experience working with performance metrics and SLAs (nice to have).

Benefits

• Competitive salaries and benefits, including stock options for every employee.
• Four weeks of paid time off.
• Unlimited paid wellness days.
• Extended mental health coverage.
• 16 weeks of parental leave top-up.