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US- Technical Solutions Analyst

8 hours, 48 minutes ago
United States
Full-time
Entry Level
Technical Support Engineer
DevOps and Infrastructure
FTP HTTP JavaScript Kibana OAuth OpenID Connect SQL Server SSH TCP/IP XML
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PointClickCare

PointClickCare

PointClickCare provides a leading cloud-based healthcare software platform that enables long-term and post-acute care providers to effectively manage the complete lifecycle of resident care while enhancing operational efficiency and improving resident ...

Health Care Providers & Services
1K-5K
Founded 2000
$232M raised
View All Jobs 11

Description

  • Serve as first point of contact for technical support requests and incidents related to PointClickCare products and services.
  • Apply structured problem analysis and effective troubleshooting techniques to diagnose and resolve a wide range of technical issues.
  • Use diagnostic and log-analysis tools (e.g., Kibana, AppDynamics) to investigate application and integration problems.
  • Troubleshoot web-based software, integrations, APIs, authentication (SSO/MFA, OAuth/OpenID), and related network/protocol issues.
  • Translate complex technical concepts into clear explanations for both technical and non-technical audiences.
  • Collaborate with the technical support team to identify, document, and implement solutions for recurring issues and improve support workflows.
  • Maintain detailed documentation of support activities, resolutions, and known issues.
  • Participate in training and continuous development programs and leverage AI tools to enhance support efficiency and outcomes.
  • Support healthcare-specific workflows and integrations (HL7, XML) across care settings and product domains as needed.

Requirements

  • Post-secondary diploma or degree in Information Technology or a related field.
  • Experience in a technical support role is an asset; demonstrated troubleshooting and problem-analysis ability required.
  • Familiarity with network protocols and debugging tools, including TCP/IP, HTTP, FTP, SSH, and TLS/SSL.
  • Experience with RDBMS (preferably SQL Server), APIs, SSO/MFA, OAuth/OpenID, and JavaScript.
  • Knowledge of healthcare data formats and integrations such as HL7 and XML, or experience in healthcare domains (Care Delivery, Care Coordination, BI, Financial Performance, Pharmacy) is preferred.
  • Proficiency with diagnostic/log-analysis platforms such as Kibana and AppDynamics.
  • Comfort using and a desire to leverage AI tools (e.g., MS Co-Pilot, ChatGPT) to support workflows.
  • Ability to communicate technical information clearly to both technical and non-technical stakeholders.
  • Willingness/ability to travel to Mississauga and/or Salt Lake City for onboarding and periodic team events; hybrid roles require residing within commutable distance to the specified office.
  • Overtime/shift-work eligibility may be required/preferred for some schedules.

Benefits

  • US base salary range $55,000–$70,000 plus a 5% performance-based bonus and full-time benefits.
  • Benefits begin Day 1, including retirement plan matching.
  • Flexible paid time off policy and wellness support programs.
  • Parental and caregiver leaves, plus fertility and adoption support.
  • Continuous development support programs and employee assistance program.
  • Allyship and inclusion communities, employee recognition programs, and additional wellness resources.
  • Flexible remote/hybrid work arrangements with periodic in-office events as required.
  • Accommodations available during the hiring process and an inclusive equal-employment policy.

Interested in this position?

Apply directly on the company website

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