Technical Support Coordinator

Job Title: Technical Support Coordinator

Company: Aarista/Altea Healthcare IT

Location: Burnaby, BC. Hybrid

Salary: $55,000-$65,000 CAD depending on experience

Overview

We are looking for a resourceful and self-directed Technical Support Coordinator to join our support team and help ensure the smooth operation of our EHR platform.

This is a mid-level role suited for someone who can independently investigate and resolve technical issues, take ownership of their ticket queue, and communicate effectively with customers and internal teams.

You will manage incoming support requests, troubleshoot technical issues, and work closely with our Product and Engineering teams to investigate platform-related concerns, document bugs, and manage technical cases from initial triage through resolution.

You will also play an important role in developing and improving Aarista's support operations by establishing structured workflows, maintaining process documentation, and creating troubleshooting guides and playbooks that support a consistent and scalable support function.

Responsibilities

• Monitor, triage, and manage incoming Freshdesk tickets, ensuring timely acknowledgement, accurate prioritization, and appropriate routing.
• Independently investigate and troubleshoot user-reported issues by reproducing behaviors, isolating potential root causes, and documenting findings.
• Determine whether reported issues are related to user behavior, system configuration, or platform defects, and escalate technical issues when engineering involvement is required.
• Log confirmed bugs in the issue tracker with detailed reproduction steps, environment information, and supporting evidence.
• Track recurring and ongoing technical issues, maintaining accurate records of open cases, investigation progress, and resolution status.
• Follow up with Engineering on reported bugs to monitor resolution progress and provide timely updates to affected customers.
• Collaborate with Product Managers and Engineers by providing clear ticket notes, technical findings, logs, and reproducible steps.
• Identify recurring patterns across support tickets that may indicate systemic issues or opportunities for product and workflow improvements.
• Take ownership of the end-to-end support workflow, from ticket intake and triage through escalation, resolution, and closure.
• Identify opportunities to improve support processes, response times, and overall customer experience.
• Create and maintain process documentation covering support workflows, escalation procedures, triage criteria, and standard operating procedures.
• Develop and maintain internal knowledge base articles, troubleshooting guides, and customer-facing support documentation.

Requirements

• Demonstrated ability to independently troubleshoot and resolve technical issues with minimal supervision.
• Experience using Freshdesk or a comparable ticketing/helpdesk platform.
• Strong problem-solving skills, including the ability to reproduce technical issues, isolate variables, and document findings for technical and non-technical audiences.
• Experience documenting and formalizing processes, including the ability to turn informal workflows into clear, repeatable procedures.
• Excellent written and verbal communication skills, with the ability to manage customer expectations clearly and professionally.
• Strong organizational skills and the ability to manage multiple support tickets, competing priorities, and follow-ups effectively.
• Ability to work collaboratively with cross-functional teams, particularly Product and Engineering.
• A proactive, team-oriented attitude with a high degree of accountability and self-motivation.

Nice to Have

• Familiarity with SaaS environments or healthcare/clinical software.
• Experience with EHR/EMR systems, clinical workflows, or healthcare operations.
• Basic knowledge of SQL, APIs, or software debugging concepts.
• Familiarity with web browser developer tools, including the Console and Network tabs, for front-end diagnostics.
• Exposure to QA processes, product development lifecycles, or user acceptance testing.
• Experience with scripting, automation tools, or internal tooling such as Python, Power Automate, or Airtable.