Technical Support and Engagement Specialist, Provincial Programs

Reporting to the Vice President, Client Relations, we are hiring a Technical Support and Engagement Specialist, Provincial Programs. As our new Technical Support and Engagement Specialist, you will serve as OceanMD’s technical representative within provincial program pods, partnering closely with our Technical Support Team Lead and provincial support teams to build effective ways of working and strengthen how support is delivered. You will bring together your technical curiosity, client relationship skills, and understanding of support operations to investigate issues, uncover trends in support data, and coordinate complex issues through to resolution, playing a key role in helping provincial programs get the most from Ocean.

This is a full-time hybrid role requiring you to work from our Toronto office two to three days per week and requires flexibility to work outside of typical office hours to meet the demands of our clients’ time zones.

Drive national healthcare impact. You will directly shape and elevate key provincial healthcare relationships, ensuring seamless support operations across organizations that empower clinicians. This is an opportunity to optimize care delivery and impact patient outcomes at scale across Canada.

End-to-end strategic ownership. You will lead executive client review meetings, analyze high-level support trends, and manage critical escalations. This is a chance to move beyond routine ticketing and drive continuous operational improvements across multi-stakeholder provincial programs.

Accelerate your career in HealthTech.  You will deepen your product expertise in eReferral and patient engagement tools while serving as the primary bridge between client support teams, product engineering, and internal executive leadership. As part of WELL Health Company, you will work in a fast-scaling, innovation-driven environment that offers clear pathways for career growth, professional development, and cross-functional leadership.

• Build client relationships. You will develop strong working relationships with provincial client teams and act as a consistent point of coordination between their support teams and OceanMD. You will help establish clear communication, dependable handoffs, and shared expectations across organizations.
• Coordinate support operations. You will coordinate established Tier 1 and Tier 2 support processes and help develop new approaches as additional provincial program teams come on board. You will clarify responsibilities, handoffs, escalation pathways, and ways of working so support teams know how to work together effectively.
• Lead reporting and reviews. You will own monthly support reporting and lead client review meetings, turning support data and trends into clear insights and agreed actions. You will coordinate follow-up across teams and make sure commitments are tracked through to completion.
• Investigate trends and issues. You will oversee the review and analysis of trends involving OceanMD’s automated responses and support tools. You will look beyond individual issues to identify recurring challenges and opportunities to improve how support is delivered.
• Manage escalations. You will coordinate provincial escalations by bringing together the right internal teams, keeping stakeholders informed, and following issues through to resolution. You will use sound judgment to understand when additional technical or operational expertise is needed.
• Expand product expertise. You will investigate reported behaviour directly in OceanMD, test and explore issues, and build enough product understanding to discuss problems accurately. You will be able to explain what is happening and clearly articulate where further technical support is needed.
• Connect support systems. You will work comfortably with support tools and help coordinate integrations between external teams’ tools and OceanMD’s support systems. When technical expertise is required, you will work closely with the appropriate technical colleagues to move the issue forward.
• Improve support delivery. Working closely with your internal teams, you will identify recurring support challenges and help improve the processes, tools, and ways of working used to support provincial programs.

• The experience. You have strong client relationship management experience and a solid understanding of support operations, with proven experience in progressively more senior roles. You have experience coordinating support relationships or operational work across multiple teams and stakeholders. Education in healthcare informatics, business, or a related field is also helpful, but the ability to learn OceanMD and understand the client environment is important.
• The support operations skills. You have experience coordinating Tier 1 and Tier 2 work, managing escalations, establishing clear processes, and improving how teams work together. You are comfortable creating dependable workflows and knowing when an issue needs to be escalated or referred to another team.
• The analytical approach. You can prepare useful reports, identify meaningful trends, and turn findings into clear actions. You are comfortable leading client discussions, explaining what the data means, and coordinating the follow-up needed to address issues or improve performance.
• The technical curiosity. You are interested in understanding how technology works and are willing to investigate product behaviour directly rather than relying solely on someone else’s summary. You can test, ask thoughtful questions, work through problems, and explain technical issues clearly to both technical and non-technical stakeholders.
• The systems mindset. You are comfortable working with support tools and understanding how information and workflows move between integrated systems. Experience working with connected platforms, support technology, or system integrations will help you navigate the role. Knowledge of healthcare technology, provincial healthcare programs, government stakeholders, EMRs, or related digital health environments would be an asset.
• The judgement and communication. You communicate clearly, build trust with clients and colleagues, and follow through reliably on commitments. You can coordinate issues involving multiple stakeholders while keeping people informed and focused on practical next steps.
• The flexibility. You are comfortable adjusting your working hours when the client needs it. This role supports provincial programs and is not limited to a traditional 9-to-5 schedule, so flexibility and dependable follow-through are important.

• A virtual interview with a Talent Advisor to discuss your interest in joining OceanMD and in the role. The conversation will be recorded using BrightHire, an AI-powered video interview tool. More details will be shared when you are invited to interview.
• A virtual interview with the Vice President, Client Experience, and the Chief Operating Officer, focused on your client relationship experience, background in support operations, approach to escalations, and ability to work across teams.
• A final in-person interview with the Technical Support, Team Lead and your future peers, focused on how you approach support relationships, technical problem-solving, collaboration, and client communication.

We’re a scaling company expanding rapidly across the country. We are incredibly passionate about our ability to make a difference in the lives of Canadians through our technology, and we firmly believe that we can do our best work with realistic deadlines and transparent communication about where we are and what’s next for us as an organization. We understand the time it takes to revolutionize a paper-based industry and develop and release high-quality, resilient, compliant, and responsive technology that is easy to use, so we ensure that pace is factored into our projects and deliverables across the organization. 

Our focus is your growth and professional satisfaction, resulting in clear opportunities to help us scale and be better through your ideas and the chance to be part of projects and try new things. We are dedicated to our team, and we strongly believe that family comes first. To that end, we strive to find opportunities to support balance in the workplace and between work and home. As part of this, we have flexible hours, regular opportunities for social get-togethers, and meeting-free Friday afternoons. 

Everyone here is deeply committed to what we can do - and the potential we have to do more. As a result, we provide an opportunity for Cognisant Causes, our name for passion projects in healthcare, where no funding is available and a little technical expertise and time is needed to make a big difference. It’s a way to give back and to add further meaning to what you do here. 

We value ethical behaviour above all else. We care about each other, and we respect each other as professionals and people. We treat our customers with respect and keep our word, even if it hurts. We own our mistakes. We strive for honesty and integrity every day in every situation. We look for people who share these values.

We are always on the lookout for ethically driven, intelligent, and compassionate professionals who want to be part of an energetic culture and company, people who are interested in contributing their talents in a challenging, interdisciplinary environment. If you feel you meet 70% of the qualifications we are looking for and are determined to make a difference, we encourage you to apply. We promise to consider your application fully. 

We strive to build a diverse team and encourage applications from traditionally underrepresented groups. If we can make this easier through accommodation in the recruitment process, please let us know.

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