Technical Support Specialist - 1 year contract

The Company 

Think Research is a leader in delivering knowledge-based digital health software solutions. Our mission is to organize the world’s health knowledge so everyone gets the best care. We create evidence-based, cutting-edge healthcare technology that supports clinical decision-making, standardizes care, and improves patient outcomes. For over a decade, our cloud-based, EMR-agnostic tools have empowered clinicians across primary care, acute care, and community or seniors care.

Today, Think Research serves over 13,000 healthcare facilities across five continents, reaching more than 300,000 doctors, nurses, and pharmacists. If you’re passionate about improving patient care through technology, this is the place for you.

Why Us?

•  It's not every day that you have the chance to change the way your friends and family are cared for - Make an impact!
•  Be a part of the digital disruption happening in healthcare and do challenging, meaningful work 
•  We’re growing, and so will you with leaders who will support your development through mentorship and other opportunities
•  Collaborative, creative, dynamic and flexible work environment, with a start-up spirit

The Role 

We are seeking a bright, detail oriented, and highly motivated individual to join our Technical Services team as a Technical Support Specialist. The ideal candidate must be a quick learner, a problem solver, have a lot of patience, and have great communication and organization skills.

This is a 1 year contract opportunity. 

You Will Have The Opportunity To: 

•  Field incoming technical support requests from client via both telephone, email, self-service, web and resolve issues in a timely manner
•  Review documents, workflow and plans for support with customers/vendors
•  Update and maintain documents within a structured knowledge base
•  Coordinate monitoring and tracking of issues and resolutions in our centralized ITSM support tool.
•  Conduct configuration changes in client platform instances
•  Troubleshoot and resolve issues in regards to interface and information exchanges
•  Provide status updates and reports on current state of issues
•  Manage and action all the IT alerts on time
•  Able to monitor and diagnose application and infrastructure programs
•  Perform timely technical and management escalations for outstanding issues and service requests.
•  Able to work on IT related projects and roll-outs
•  Work shifts (24/7) and be available for rotating off-hours and on-call duties
•  Ensure the KPI targets are met on every month
•  Learn something new using PD days and apply the knowledge at work.

What You Will Bring

• 1 to 3+ years experience in Technical Support environment

• Post secondary degree in Computer Science or a related field

• Strong troubleshooting skills with the ability to investigate issues across application infrastructure and integration layers.

• Excellent written and verbal communication skills, including the ability to translate technical findings into clear, client facing explanations.

• Familiarity with ITIL-aligned incident, problem and change management practices (ITIL Foundation certification is an asset)

• Experience working with ITSM tools (e.g. TOPdesk, ServiceNow, Freshdesk) and processes.

• Experience with some of the following technologies is an asset:
  - Basis SQL querying and data troubleshooting
  - APIs and integrations (REST/JSON
  - Authentication and identify systems (e.g. ADFS, SSO, OAuth)
  - Cloud hosted environments (e.g. Google Cloud)
  - Application or infrastructure monitoring tools used in a support environment
  - Healthcare interoperability standards such as HL7 v2 and/or FHIR
  - Experience supporting SaaS solutions is an asset
  - Proven ability to manage multiple priorities in a fun, fast-paced team environment while at the same time maintaining a professional relationship with our clients.

This is a full-time, fixed-term 1-year contract, fully remote position, with an expected salary range of $53,000–$58,000 CAD annually, depending on experience and qualifications. Think Research does not require Canadian work experience for this role.

Think Research may use artificial intelligence–enabled tools to support parts of the recruitment process, such as application screening or candidate matching. These tools are used to assist — not replace — human decision-making.

Why Think Research

• Fully remote work environment, with a Toronto headquarters that supports in-person collaboration, connection, and team events when it adds value
• Meaningful work that directly impacts patient care
• Growth opportunities with leaders who support development through mentorship
• Culture & Collaboration: Our work is guided by five core values:
  TEAMWORK – Win as a team by embracing collaboration and inclusion
  HONOUR – Act with integrity, ethics, and accountability
  INNOVATION – Drive customer-centric, forward-thinking solutions
  NOTABLE IMPACT – Empower customers and communities through service and dedication
  KNOWLEDGE – Embrace continuous learning and shared growth

Think Research and all subsidiaries are proud to be an equal opportunity employer and is committed to creating a diverse and inclusive workplace, free of discrimination and harassment. We provide equal employment opportunities (EEO) to all employees and applicants regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

We are committed to providing accommodations for people with disabilities. Should you require an accommodation, we would like to work with you to meet your needs.