About the role

Technical Support Specialist bridging customer teams and Engineering at Fullscript, a health technology company. Investigating, documenting, and coordinating customer-reported technical issues.

Responsibilities

Intake technical escalations from customer-facing teams and external partners, including API/EHR integrations
Investigate reported issues to distinguish reproducible defects, configuration issues, and expected behavior
Reproduce issues across environments and validate technical accuracy before escalation
Ensure only high-signal, well-validated issues are escalated to Engineering
Create escalation documentation covering reproduction steps, expected versus actual behavior, impacted users/workflows/orders, logs, screenshots, and supporting artifacts
Assess and document customer, operational, and business impact for engineering triage
Act as the interface between CX and Engineering for technical escalations
Partner with Engineering during triage by providing context, answering questions, and gathering information
Apply standardized severity and prioritization frameworks
Provide escalation status updates and translate technical details into guidance and workarounds for customer-facing teams
Validate production fixes, 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 reprioritizing based on impact

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 technical and non-technical users
Comfort working cross-functionally with CX, Product, and Engineering teams
High attention to detail and process consistency
Troubleshooting and problem-solving ability
Experience with Engineering ticketing systems such as Linear or GitLab (preferred)
Familiarity with APIs, integrations, or SaaS platforms (preferred)
Experience supporting escalation workflows or incident response (preferred)
Experience using AI-assisted tools for technical investigation, debugging, or documentation (preferred)
Comfort exploring logs, configurations, APIs, or code-level behavior alongside Engineering (preferred)

Remote-first flexibility to work where you work best
Flexible PTO and competitive pay
RRSP match
Stock options
Premium benefits package with customizable coverage, paramedical services, and an HSA
Fullscript discounts on high-quality wellness products
Continuous learning opportunities to grow your skills and career