Canada - Sr. Solutions Analyst (Clinical)

Role overview Senior Solutions Analyst role on a customer support team for a cloud-based healthcare SaaS platform focused on long-term and post-acute care. The position blends deep product knowledge with hands-on troubleshooting, helping provider organizations resolve complex technical issues tied to clinical, administrative, and operational workflows.

Responsibilities - Deliver high-quality customer support across phone, email, chat, and web portal channels, owning issues from intake through resolution. - Build an in-depth understanding of the cloud platform in order to support the processes and patient-care workflows used by long-term care facilities. - Facilitate resolution of complex technical issues through log analysis, research, and careful reproduction of problems. - Work cross-functionally with product, engineering, and other teams to drive quality, satisfaction, and durable resolutions for customers. - Contribute to and curate the knowledge base, authoring and updating articles that follow knowledge-centered support methodologies. - Document problems thoroughly in the help desk ticketing system, including investigative steps and resolution notes. - Mentor less experienced teammates on troubleshooting SaaS products, customer support best practices, and internal processes. - Consistently exceed established service delivery guidelines and key performance indicators.

Requirements - Significant experience supporting SaaS software in a customer-facing technical role. - Strong understanding of administrative tasks and workflows in long-term care or other medical facilities. - Proven ability to stay calm while troubleshooting complex system issues directly with customers. - Demonstrated skill in prioritizing daily tasks and resolving customer problems independently or as part of a team. - Clear, empathetic written and verbal communication across multiple support channels.

Nice to have - Background in healthcare technology or electronic health record systems. - Familiarity with knowledge-centered support or other structured knowledge management practices.

Benefits and work setup - Remote role within Canada, with periodic travel to Mississauga and/or Salt Lake City offices for onboarding, team events, semi-annual and annual team meetings. - Benefits starting from day one, including retirement plan matching, flexible paid time off, wellness support programs, parental and caregiver leaves, fertility and adoption support, a continuous development support program, an employee assistance program, allyship and inclusion communities, and an employee recognition program. - Overtime eligible, with salary ranges determined by job and level.