PointClickCare
Health Tech
SolutionsAnalyst(TAM,CustomerSupport)
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Solutions Analyst (TAM, Customer Support) at PointClickCare. Skills: Customer Success, Technical Support, Integration Issues, Problem Solving. Develop in-depth understanding of product. Develop in-depth understanding of processes”
Industry & Context.
Problem solving; Technical investigative; Analytical skills; Troubleshoot; Resolve issues
Travel to office events, Work between 8am to 8pm EST, Occasional weekends, On-call as required
What They're Looking For.
Must Have
1-2 years SaaS support experience, Post-secondary education in IT or related field, Aptitude for data analysis and interpretation, Quality Assurance experience, Experience supporting APIs, Experience supporting Oauth, Experience supporting OpenID, Experience supporting SOAP, Experience supporting REST, Experience supporting JavaScript, Experience supporting SQL, Experience supporting HL7, Experience supporting XML, Demonstrated ability to multi-task, Demonstrated ability to prioritize, Demonstrated ability to manage customer expectations, Strong technical investigative skills, Strong analytical skills, 1-2 years RDBMS experience, Experience with Salesforce/Service Cloud, Experience with Confluence, Experience with Knowledge-Centre Support (KCS)
Nice to Have
Experience with AppDynamics, Experience with Rhapsody Integration Engine, Experience with Laboratory/Radiology/Pharmacy Management Systems, Experience with performance monitoring technologies, Experience with diagnostic tools, Experience with Cloud infrastructure, Experience with scalable, high performance web applications, Prior experience using New Relic, Prior experience using DataDog, Prior experience using Right Answers, Prior experience using PointClickCare, Preference for SQL Server, ITIL principles a plus
What You'll Do.
Develop in-depth understanding of product
Develop in-depth understanding of processes
Identify trends impacting functionality
Identify trends impacting availability
Identify trends impacting capacity
Identify trends impacting user satisfaction
Identify trends impacting infrastructure performance
Troubleshoot complex technical issues
Troubleshoot complex integration issues
Resolve complex technical issues
Resolve complex integration issues
Work cross-functionally with other departments
Communicate root cause
Document user problems as per SOP
Contribute to investigation of defects
Contribute to investigation of other issues
Prevent re-occurrence of issues
Stay abreast of new features
Stay abreast of new tools
Stay abreast of new functionalities
Maintain product expertise
Assist with upskilling support peers
Coordinate internal meetings
Coordinate external meetings
Execute internal meetings
Execute external meetings
Contribute to knowledge base
Maintain knowledge base
How You'll Work.
Team & Collaboration
Work cross-functionally; Collaborate with other departments
Communication Scope
Communicate system behaviors; Communicate next steps
Full Job Description
## Description 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
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