US- Product Support Lead

At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare. With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work.  At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey. Join us in redefining healthcare — so it doesn’t just survive, it thrives. To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn. **Travel to Office expectations** For Remote Roles: If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings. For Hybrid Roles: If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role. Position Summary: Work as lead in propelling support improvements in healthcare software applications and act as product subject matter expert for the customer support team, and voice of customer support back to the Product Team. Reporting to the Manager, Product Support Leads   Key Responsibilities: - Work with technical support team to ensure efficiency and customer satisfaction. - Partner with the Product team to identify functionality that would improve operational support of the product. - Transition product releases to the Customer Support Team, including delivering training and creating knowledge articles to be used in troubleshooting incidents and fulfilling service requests. - Conduct Problem Investigations on impactful incidents and determine actions needed to prevent a recurrence. - Collaborate with multiple teams across the organization to optimize support processes for Products. - Perform troubleshooting, analysis, research and resolution using advanced query and programming skills. - Communicate with line of business and management the overall status and health of the application. - Look for areas of improvement in monitoring, application stability, and speed of determining root cause. - Test and validate system performance. - Conduct problem investigations on the most impactful incidents and those that have the highest risk of recurrence, with goal to reduce recurrences of incidences. - Improve product supportability by identifying support pain-points and working with product to reduce the support burden of products.