Senior Support Engineer
February 21 2025
Industries
IT: Software
Categories Support, Assistance
Remote
Ottawa, ON | Toronto, ON • Full time
At Fullscript, we're not just changing healthcare—we're making it whole.
We help 100,000+ healthcare practitioners support 10 million patients with a platform that delivers evidence-based health solutions, diagnostic support, and practitioner tools—all in one place.
Healthcare today is disconnected. We're fixing that. Fullscript makes it easier for practitioners to treat the whole person, not just symptoms, so patients get the support they need—when they need it.
We're building a better way—one where healthcare is connected, complete, and built for impact.
We're hiring our first-ever Senior Support Engineer, a key role that bridges Technical Support and Engineering. You'll work closely with Customer Support, Engineering, and Product to improve the support experience for both customers and agents. If you love solving complex technical issues, optimizing workflows, and building solutions that enhance customer support, we'd love to hear from you!
What you'll do:
- Build and maintain GraphQL API endpoints to integrate CRM systems, chatbots, and other support tools.
- Optimize support workflows by developing automation, self-service tools, and AI-powered support enhancements.
- Collaborate with Engineering and external contractors to scope, plan, and implement technical projects that improve the customer and agent experience.
- Diagnose and resolve complex technical issues related to orders, platform functionality, and integrations while driving long-term improvements to support workflows.
- Mentor and enable the Technical Support team, providing technical expertise and documenting solutions to empower agents.
What you bring to the table:
- 5-6 years of experience in a Support Engineering, Technical Support, or similar role within a SaaS, e-commerce, or tech-driven environment.
- Strong API expertise, particularly GraphQL, with experience building and integrating API endpoints.
- Experience with object-oriented programming; Ruby experience preferred.
- Hands-on experience with chatbot and AI-powered support platforms (Ada, Intercom, Fin, Kore.ai, Kodif, IBM Watson, Dialogflow, or similar).
- Experience with authentication methods (OAuth, JWT, SSO, etc.).
- Proven ability to diagnose and resolve technical issues, working cross-functionally to build scalable solutions.
- Strong project management skills, with experience scoping and leading technical initiatives.
- Excellent communication skills with the ability to collaborate effectively with stakeholders and cross-functional teams.
- A proactive, self-starter mindset—comfortable taking ownership and driving projects forward in a fast-paced environment.
Bonus points if you have
- Experience working within a customer support organization and understanding the impact of technical solutions on agent efficiency.
- Familiarity with incident management tools, GitLab, SQL, and debugging workflows.
- Experience in health tech, e-commerce, or SaaS-based platforms.
Why You'll Love Working Here:
- Flexible PTO & competitive pay—rest fuels performance.
- RRSP match & stock options—invest in your future.
- Customizable benefits—flexible coverage, paramedical services, and an HSA.
- Fullscript discounts—save on wellness products.
- Continuous learning—training budget + company-wide initiatives.
- Wherever You Work Well—hybrid and remote flexibility.
Why Fullscript?
Great work happens when people are supported, challenged, and inspired. Here, you'll be part of a team that:
⬦ Values innovation—we push boundaries and always look for better ways.
⬦ Supports growth—through learning, mentorship, and meaningful work.
⬦ Cares about balance—with flexible work options and time off when you need it.
📌 Apply now—let's build the future of healthcare, together.
Fullscript is an equal-opportunity employer committed to creating an inclusive workplace. Accommodations are available upon request—email accommodations@fullscript.com for support.
Before joining the team, all candidates who receive and accept an offer will complete a background check.
🔥 IN THE NEWS: Fullscript acquires Rupa Health
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