SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: CAD 57,375 - 67,500 / annual
Prenuvo is transforming healthcare from reactive sick-care to proactive health care through award-winning whole-body MRI scans (fast, safe, non-invasive) combined with optimized hardware, software, and AI. The company operates domestic and global clinics with a patient-centric experience.
You will serve as the first point of contact for clinical and operational teams, responding to support requests through a ticketing system. Your responsibilities include triaging incoming tickets by severity and impact, resolving issues directly where possible, and driving every issue to resolution within SLA targets. You will reproduce reported problems, gather details needed by engineering, and write clear, well-documented defect reports. For complex issues, you will escalate to engineering teams and drive resolutions.
You will support incident response by gathering information from affected users, updating status pages, and communicating impact in plain language. Using runbooks, FAQs, and canned responses from Confluence, you will troubleshoot issues and resolve common problems faster. You will investigate issues using internal admin tools, dashboards, and application logs, working collaboratively with team members.
A key part of your role is identifying trends in recurring tickets and surfacing patterns to engineering and product teams to drive systemic improvements. You will support improvements to key metrics such as first response time, resolution time, and ticket volume. Operating within the company's Quality System, you will create and update records that support regulated Medical Devices. You will exercise strong judgment on privacy-sensitive cases, including entangled patient profiles, merge requests, and data integrity issues.
**Requirements:**
- 1–2 years of experience in product support, technical support, or help desk role supporting a software product
- Service mindset: genuine enjoyment of helping users and ownership of issues until resolved
- Experience working a queue in ticketing systems (Jira, Zendesk, Freshdesk) and managing requests against SLA targets
- Strong troubleshooting instincts: asking good questions, reproducing issues methodically, knowing when to escalate
- Comfort navigating web applications, reading error messages, and using browser developer tools at a basic level
- Experience writing support documentation (knowledge base articles, FAQs, step-by-step guides)
- Calm under pressure with strong prioritization skills; comfortable managing competing urgent requests simultaneously
- Outstanding communication skills; ability to work collaboratively in remote/async environments and translate technical issues for non-technical audiences
- Excitement to learn new products and technologies on the job
- Bachelor's Degree in Computer Science or related field, equivalent experience, or evidence of exceptional ability
**Nice to Have:**
- Experience supporting healthcare products or working in privacy-sensitive environments
- Exposure to observability or monitoring tools (Datadog, Sentry)
- Basic experience with browser DevTools, SQL for pulling data, and Postman for API requests
