Application Support Specialist

This range is provided by Altea Healthcare. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$50,000.00/yr - $70,000.00/yr

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Talent Acquisition Partner at Altea Healthcare

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.
• 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 elevate 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.
• 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.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology and Administrative

Industries

• Hospitals and Health Care

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