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Ottawa, Ontario, Canada
Remote only
We’re an industry-leading health technology company on a mission to help people get better. We started in 2011 with one simple idea. Make it easier for practitioners to access the products they trust so they can deliver better care.
That simple idea grew into a platform that powers every part of care. Today, more than 125,000 practitioners use Fullscript for clinical insights, lab interpretations, patient analytics, education, and access to high-quality supplements. Over 10 million patients rely on Fullscript to stay connected to their care plans and follow through on treatment.
We build tools that make care smarter and more human. Tools that save time, simplify decisions, and help practitioners stay closely connected to the people they care for. When everything they need is in one place, they can focus on what matters most: helping people get better.
This is your invitation.
Technical Support Specialists serve as the operational bridge between customer-facing teams and Engineering. This role is responsible for validating, reproducing, documenting, and coordinating customer-reported technical issues to ensure they are high-quality, actionable, and prioritized based on real customer and business impact.
This role is ideal for someone who enjoys deep technical investigation, clear documentation, and working closely with Engineering to improve product quality over time; not just resolve individual tickets.
Escalation Intake, Reproduction & Validation
Intake technical escalations from customer-facing teams and external partners (including API/EHR integrations)
Investigate reported issues to determine whether they are reproducible defects, configuration issues, or expected behavior
Reproduce issues across environments where possible and validate technical accuracy before escalation
Ensure only high-signal, well-validated issues are escalated to Engineering
Documentation & Impact Assessment
Create clear, high-quality escalation documentation, including:
Reproduction steps
Expected vs. actual behavior
Impacted users, workflows, or orders
Logs, screenshots, or supporting artifacts
Assess and document customer, operational, and business impact to support effective engineering triage
Engineering Partnership & Triage Support
Act as a consistent interface between CX and Engineering for technical escalations
Partner with Engineering during triage by providing context, answering follow-up questions, and gathering additional information
Apply standardized severity and prioritization frameworks consistently
Communication & Feedback Loops
Provide timely, accurate updates to customer-facing teams on escalation status and progress, translating technical details into clear, actionable guidance and workarounds that can be communicated to practitioners and patients
Ensure clarity and consistency in escalation-related communication
Close the loop post-resolution with validation outcomes and learnings
Post-Resolution Validation & Prevention
Validate fixes in production, document outcomes, and close the loop with originating teams
Identify recurring defects and maintain known-issues documentation
Maintain backlog health by triaging new issues, closing resolved items, consolidating duplicates, and re-prioritizing based on impact
Required
1–3 years of experience in technical support, CX operations, incident management, QA support, or a related role
Strong technical understanding, with background or exposure to data, code-related concepts, integrations, APIs, or web technologies
Excellent communication skills with both technical and non-technical users.
Comfort working cross-functionally with CX, Product, and Engineering teams
High attention to detail and process consistency
Genuinely enjoys troubleshooting and problem-solving, with a passion for finding solutions.
Preferred
Experience working with Engineering ticketing systems (e.g., Linear, GitLab)
Familiarity with APIs, integrations, or SaaS platforms
Experience supporting escalation workflows or incident response
Experience using AI-assisted tools to support technical investigation, debugging, or documentation
Comfort exploring logs, configurations, APIs, or code-level behavior alongside Engineering
Fullscript shares salary ranges to support transparency and help candidates make informed decisions. The range shown reflects base salary only and does not include stock options, wellness stipends, or other benefits that are part of Fullscript’s total rewards package.
Final compensation depends on experience, skills, and location. We review pay regularly to stay aligned with market data and internal equity. Benefits and total rewards may vary by region.
Great work happens when people feel supported, trusted, and inspired. At Fullscript, we stay curious and keep finding smarter ways to make care better. We grow together, take on new challenges, and focus on impact. We put people first, work as a team, and leave egos at the door.
What to Know Before You Apply
We’re grateful for the interest in joining Fullscript. To make sure your application reaches our hiring team, please apply directly through our careers page.
A quick note: Due to the high volume of applications, we’re not able to respond to phone or email inquiries about application status. If there’s a match, our team will reach out directly.
Fullscript is an equal opportunity employer committed to creating an inclusive workplace. Accommodations are available upon request at accommodations@fullscript.com.
All offers are contingent on successful background checks conducted in compliance with federal, state, and provincial laws.
We use AI tools to support parts of the hiring process, including screening and reviewing responses. Final hiring decisions are always made by people and follow all applicable privacy and employment laws in Canada and the U.S.
