Application Support Engineer - Remote Position (Eastern Canada)

This is a remote position and we welcome applicants based in the Atlantic or Newfoundland timezones in Canada. 

MedStack strives to make healthcare better for all by making it easier for digital health innovators to succeed.

MedStack is on a mission to bring more innovators to healthcare. The company is: 

• An award-winning startup funded by prominent VCs
• A successful graduate of 500 Startups, the Creative Destruction Lab and Dreamit Health
• A TechCrunch Disrupt Top Pick for cybersecurity
• One of Canada's Top 20 early-stage technology companies by CIX
• Named one of the Top startups disrupting healthcare in Canada by PwC and CB Insights

MedStacks business is a subscription-based platform, but they're also an ecosystem, a community that champions startups and entrepreneurship. They embrace automation, collaboration, startup empowerment, and creative problem-solving.  MedStack works with their customers to tackle the world's biggest problem: making healthcare more efficient, accessible, economical and effective, at a time when the world needs it more than ever before.

As MedStacks costumer base grows in lockstep with the rapid acceleration of the cloud digital health ecosystem, the business has increased demands to provide focused and robust support to their technical users, so we are seeking to add a support-oriented, cloud-expert East Canada-based Application Support Engineer.

• Lead front-line triage and solutioning for technical support tickets coming via the Email support desk from digital health startup customers, pertaining to MedStack’s platform usage and best practices
• Guide customer users via Email and on calls in how to configure their secure cloud environments via MedStacks platform fit to their deployment pipelines and workflows
• Provide basic advice and guidance on best practices for data / technical security
• Collaborate with Sales and Customer Success in leading technical onboarding onto the platform for new or upgrading customers
• Conceive of, author, internally evangelize and publish platform tools such as sample / example code, how-to guides and support articles
• Be lockstep in spirit and in processes with the Engineering and Product teams, advocating for as chief sponsor, and helping to solutionize product improvements that deliver better customer satisfaction
• Coach and help onboard newer members of the team in various functions as the teams grows

• 2 years’ experience in a software technical support or IT admin role, preferably external / customer-facing
• Experience and comfort in a work-from-home remote collaboration environment
• Cloud software development, in building and deploying cloud web apps in hobby or professional environments, with a Github or similar portfolio you’re proud of
• Experience and love for SaaS / cloud developer tools, in a support, integration, onboarding or community (hackathon mentor) role
• Familiarity with customer support ticketing system workflows such as Zendesk
• Degree or diploma in a software or technology field

• Top-shelf customer-ready verbal and written communication skills
• Familiarity via professional experience or self-learned with Docker / container deployment technologies
• The ability to independently own and meet deliverables as a member of a small, collaborative remote team
• Learning orientation, continuously seeking knowledge and opportunities to try and test new tools and technologies
• A demonstrable love for tech startups, as a founder, employee, technical mentor, educator or integrator

The healthcare industry (hospitals, insurance companies, public health, clinic networks, pharma providers and distributors, and patients themselves) is beholden to strict requirements for data privacy and security requirements that it then applies to its digital health vendors.  These complex requirements slow the development and adoption of important solutions.

MedStack provides a new way for digital health to be built, implemented and scaled, faster, more efficiently and with data privacy protection at the centre. .  Have a look at how MedStack thinks about the problem they're going after.

The solution MedStack delivers:

The core offering is MedStack Control, a turnkey compliance solution designed to help healthcare innovators integrate out-of-the-box, proven privacy and security compliance guarantees in the way the industry requires them, thanks to pre-designed cloud security, policies and attestations.  Because of our platform approach, every one of our customers helps make Medstack's offering stronger for every other.

MedStack welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.