The Company

Think Research is a leader in delivering knowledge-based digital health software solutions. Our mission is to organize the world’s health knowledge so everyone gets the best care.

We create evidence-based, cutting-edge healthcare technology that supports clinical decision-making, standardizes care, and improves patient outcomes. For over a decade, our cloud-based, EMR-agnostic tools have empowered clinicians across primary care, acute care, and community or seniors care.

Today, Think Research serves over 13,000 healthcare facilities across five continents, reaching more than 300,000 doctors, nurses, and pharmacists. If you’re passionate about improving patient care through technology, this is the place for you.

The Role

As a Technical Support Specialist, you will be a key member of our IT Operations team, delivering high-quality technical support to both clients and internal stakeholders. You will diagnose, troubleshoot, and resolve a wide range of technical issues while ensuring a positive, responsive support experience.

This role is well suited to someone who enjoys problem-solving, takes pride in attention to detail, communicates clearly, and thrives in a fast-paced, service-oriented environment.

What You’ll Be Doing

• Provide timely technical support to clients through multiple channels, including phone, email, web, and self-service tools
• Diagnose, troubleshoot, and resolve application, interface, and system-related issues
• Perform configuration changes within client platform instances
• Monitor, manage, and respond to IT alerts, ensuring issues are addressed within defined SLAs
• Track, document, and resolve incidents and service requests using our centralized ITSM tool
• Maintain and contribute to a structured knowledge base, including documentation, workflows, and support processes
• Monitor and diagnose application and infrastructure components to proactively identify issues
• Coordinate escalations to technical or management teams when required
• Provide clear status updates and reporting on active issues and resolution
• Support IT-related projects, system updates, and rollouts
• Participate in shift work (24/7), including rotating off-hours and on-call support as required
• Ensure monthly KPI and performance targets are consistently met
• Use professional development days to build new skills and apply learnings in your day-to-day work

What You’ll Bring

• 1 to 3+ years experience in Technical Support environment
• Post secondary degree in Computer Science or a related field
• Strong troubleshooting skills with the ability to investigate issues across application infrastructure and integration layers.
• Excellent written and verbal communication skills, including the ability to translate technical findings into clear, client facing explanations.
• Familiarity with ITIL-aligned incident, problem and change management practices (ITIL Foundation certification is an asset)
• Experience working with ITSM tools (e.g. TOPdesk, ServiceNow, Freshdesk) and processes.
• Experience with some of the following technologies is an asset:
• Basis SQL querying and data troubleshooting
• APIs and integrations (REST/JSON
• Authentication and identify systems (e.g. ADFS, SSO, OAuth)
• Cloud hosted environments (e.g. Google Cloud)
• Application or infrastructure monitoring tools used in a support environment
• Healthcare interoperability standards such as HL7 v2 and/or FHIR
• Experience supporting SaaS solutions is an asset
• Proven ability to manage multiple priorities in a fun, fast-paced team environment while at the same time maintaining a professional relationship with our clients.

This is a full-time, fixed-term 1-year contract, fully remote position, with an expected salary range of $50,000–$60,000 CAD annually, depending on experience and qualifications. Think Research does not require Canadian work experience for this role.

Think Research may use artificial intelligence–enabled tools to support parts of the recruitment process, such as application screening or candidate matching. These tools are used to assist — not replace — human decision-making.

Why Think Research

• Fully remote work environment, with a Toronto headquarters that supports in-person collaboration, connection, and team events when it adds value
• Meaningful work that directly impacts patient care
• Growth opportunities with leaders who support development through mentorship
• Culture & Collaboration: Our work is guided by five core values:

TEAMWORK – Win as a team by embracing collaboration and inclusion

HONOUR – Act with integrity, ethics, and accountability

INNOVATION – Drive customer-centric, forward-thinking solutions

NOTABLE IMPACT – Empower customers and communities through service and dedication

KNOWLEDGE – Embrace continuous learning and shared growth

Think Research and all subsidiaries are proud to be an equal opportunity employer and is committed to creating a diverse and inclusive workplace, free of discrimination and harassment.

We provide equal employment opportunities (EEO) to all employees and applicants regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

We are committed to providing accommodations for people with disabilities. Should you require an accommodation, we would like to work with you to meet your needs.