Senior IT/Telecom Manager leading engineering teams and strategic technology initiatives for CBC/Radio - Canada, Canada’s public broadcaster. Managing infrastructure, projects, procurement and technical standards.
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
Requirements
- 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)
Benefits
- 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
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