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Application Support Specialist

2 weeks ago

Burnaby, British Columbia, Canada Altea Healthcare Full time $50,000 - $70,000 per year

Company
: Altea Healthcare/Aarista Technologies

Job Title:
Application Support Specialist

Location
: Burnaby, British Columbia (on-site, 5 days a week)

Salary Range
: CA$50,000–$70,000 depending on experience and expertise

Overview

We are seeking an Application Support Specialist to join our team and support the day-to-day operation of our EHR platform. This role serves as a key link between our customers, product team, and engineering, helping ensure issues are resolved efficiently and users have a smooth experience. The responsibilities of this role are to investigate reported problems, validate bugs, provide clear documentation, and help maintain a high standard of platform reliability. This is a great opportunity for someone who enjoys problem-solving, communicating with users, and working with modern SaaS tools.

Responsibilities

  • Monitor, triage, and manage all incoming Freshdesk tickets, ensuring timely acknowledgement and routing.
  • Investigate user-reported issues by gathering details, reproducing behaviors, and documenting clear steps.
  • Use web browser developer tools (Console, Network tab, elements inspection) to debug and analyze front-end issues.
  • Identify whether issues stem from user behavior, configuration, or platform defects, and escalate as needed.
  • Collaborate closely with product managers and engineers by providing detailed ticket notes, logs, and reproductions.
  • Track recurring issues and suggest improvements to workflows, documentation, or product features.
  • Maintain and update internal knowledge base articles and operational documentation.
  • Provide support during product updates or releases, assisting with testing and validating changes.
  • Perform occasional weekend check-ins to briefly monitor for urgent tickets and escalate when necessary (quick check-ins only — not full on-call).

Requirements

  • Experience with Freshdesk or similar ticketing/support platforms.
  • Strong analytical and troubleshooting ability with a structured approach to problem-solving.
  • Ability to inspect and diagnose issues using web browser developer tools.
  • Excellent written and verbal communication skills, especially in documenting technical findings.
  • Strong organizational skills with the ability to manage multiple tickets and priorities.
  • Familiarity with SaaS environments or healthcare/clinical software is an advantage.
  • Coding experience is not required but is considered a plus.

Nice to Have

  • Experience working with EHR/EMR systems, clinical workflows, or healthcare operations.
  • Knowledge of SQL, APIs, or software debugging concepts.
  • Exposure to QA, product development lifecycles, or user acceptance testing.
  • Ability to create or improve support documentation and customer FAQs.