Product Support Specialist I (MedTech)

Location: Vancouver, British Columbia, Canada. Applicants must be legally authorized to work in Canada at the time of hire; visa sponsorship is not available.

Base salary: $57,375–$67,500 CAD per year, depending on background and experience.

Company

hirify.global develops whole-body MRI scanning services and combines optimized hardware, software, and AI to support proactive healthcare across its clinics.

What you will do

• Serve as the first point of contact for clinical and operational teams through the ticketing system.
• Triage requests by severity and impact, resolve issues within SLA targets, and escalate complex problems to engineering.
• Reproduce software issues, collect technical details, and create clear defect reports.
• Support incident response by gathering user information, updating status pages, and communicating impact in plain language.
• Investigate issues with admin tools, dashboards, application logs, runbooks, and knowledge-base content.
• Identify recurring ticket trends, maintain quality-system records for regulated medical devices, and support improvements to response and resolution metrics.

Requirements

• 1–2 years of experience in product support, technical support, or help desk work for a software product.
• Experience managing queues in Jira, Zendesk, Freshdesk, or a similar ticketing system against SLA targets.
• Strong troubleshooting, prioritization, ownership, and escalation judgment.
• Comfort navigating web applications, interpreting error messages, and using browser developer tools at a basic level.
• Experience writing knowledge-base articles, FAQs, and step-by-step support guides.
• Bachelor’s degree in Computer Science or a related field, equivalent experience, or evidence of exceptional ability.

Nice to have

• Experience supporting healthcare products or working with privacy-sensitive information.
• Exposure to Datadog, Sentry, or similar observability tools.
• Basic experience with SQL and Postman for data queries and API requests.

Culture & Benefits

• Mission-driven work focused on proactive healthcare and patient impact.
• Free whole-body scans for team members.
• Growth opportunities and flexible career development.
• Weekly opportunities for team connection and socializing.
• Flexible vacation policy and comprehensive health, dental, vision, and mental health coverage.
• Eligible Canadian employees can access RRSP and TFSA retirement savings plans without employer matching contributions.