Rollout Technical Support jobs

Technical Support & Implementation Lead — EyeQ

Company: Praxeon Health Technologies Inc.
Product: EyeQ Operating System
Reports to: Co-Founders, Praxeon Health Technologies
Employment Type: Full-Time

About Praxeon Health Technologies

Praxeon Health Technologies is developing technology solutions to improve how healthcare practices operate. Our flagship product, EyeQ, is a practice management platform designed to support the operational and clinical workflows of Canadian optometry practices.

As EyeQ expands across Canada, we are building the implementation, technical support, and customer success capabilities necessary to deliver a reliable, consistent, and high-quality experience for clinics nationwide.

The Opportunity

We are seeking a hands-on Technical Support & Implementation Lead to help drive EyeQ’s national rollout and build the technical support and implementation function from the ground up.

This role sits at the intersection of technology, customer experience, clinic operations, and product development. Working directly with the co-founders and engineering team, you will lead customer implementations, troubleshoot complex technical issues, coordinate Tier 2 and Tier 3 escalations, and establish the processes required to support a growing national customer base.

You will take ownership of customer issues from initial investigation through resolution, ensuring that problems are properly diagnosed, documented, prioritized, and addressed. You will also serve as the operational bridge between customers and engineering, protecting developer capacity by resolving issues independently wherever possible and ensuring that escalations reaching engineering are clear, actionable, and appropriately prioritized.

This is a build-and-execute role. You will be expected to solve problems directly while developing repeatable systems, documentation, and workflows that allow EyeQ to scale without relying on informal processes or disproportionate engineering involvement.

Key Responsibilities

1. Technical Support & Troubleshooting

• Act as the primary escalation point for complex technical support issues involving EyeQ.

• Own Tier 2 and Tier 3 support workflows, investigating application defects, configuration issues, integrations, data-related problems, and unexpected system behaviour.

• Systematically reproduce issues, identify root causes where possible, and determine whether problems relate to software defects, configuration, user workflows, training, or external dependencies.

• Resolve issues independently where possible, implement appropriate workarounds, and coordinate engineering involvement when code-level changes or deeper technical investigation are required.

• Maintain ownership of escalated issues through resolution, including customer communication, progress tracking, validation, and closure.

• Identify recurring incidents and recommend permanent solutions rather than repeatedly addressing symptoms.

• Maintain clear documentation of known issues, workarounds, troubleshooting steps, and outstanding technical risks.

2. Customer Implementation & National Rollout

• Lead the technical implementation of EyeQ for new customers, from readiness assessment and configuration through go-live and post-launch stabilization.

• Coordinate implementation schedules, requirements, testing, training, data migration activities, and deployment readiness.

• Work directly with clinic owners, managers, doctors, and administrative staff to understand existing workflows and support successful adoption.

• Identify implementation risks, technical dependencies, workflow gaps, and potential barriers to a successful launch.

• Develop and maintain standardized implementation playbooks, checklists, testing protocols, and go-live procedures.

• Provide hands-on support during implementations and launch periods, coordinating rapid resolution of customer-impacting issues.

• Conduct post-implementation reviews to identify lessons learned and improve future deployments.

• Ensure every implementation contributes to a more efficient, predictable, and repeatable national rollout process.

3. Build a Scalable Technical Support Function

• Design and implement the support processes, tools, documentation, and workflows needed to support EyeQ’s growing customer base.

• Establish a structured support intake and ticket management process, including issue categorization, severity levels, ownership, escalation pathways, and resolution tracking.

• Develop a tiered support model that distinguishes routine user questions from complex technical issues and engineering-level defects.

• Establish clear criteria for when an issue should be resolved by support, escalated to engineering, or brought to company leadership.

• Build a centralized knowledge base of troubleshooting guides, frequently asked questions, known issues, and standard operating procedures.

• Identify opportunities to automate repetitive tasks and enable frontline personnel to resolve common issues independently.

• Develop a support model that can eventually incorporate Tier 1 support personnel while retaining this role’s focus on complex escalations, implementation quality, and operational improvement.

• Continuously improve support efficiency, customer responsiveness, and resolution quality as implementation volumes increase.

4. Engineering Coordination & Product Quality

• Work directly with the engineering team to investigate and resolve technical defects.

• Translate customer-reported problems into actionable engineering tickets with reproduction steps, expected versus actual behaviour, severity, customer impact, and supporting evidence.

• Lead or coordinate regular bug-triage discussions to ensure engineering priorities reflect customer impact, operational risk, and rollout requirements.

• Maintain visibility into open defects, workarounds, outstanding escalations, and resolution status.

• Coordinate testing and validation of fixes, including regression testing where appropriate.

• Monitor releases for customer-impacting issues and coordinate support readiness, documentation updates, and customer communications.

• Consolidate customer feedback and recurring support trends into actionable product improvement recommendations for the co-founders and engineering team.

• Help distinguish production-critical defects from enhancement requests, usability improvements, and lower-priority issues.

A core objective of this position is to protect engineering capacity . Routine support requests should not require direct developer involvement when they can be resolved through structured troubleshooting, documentation, configuration, or training. Engineering escalations should be evidence-based, appropriately prioritized, and ready for investigation.

5. Customer Experience & Issue Ownership

• Serve as a trusted technical contact for clinic customers during onboarding, implementation, and ongoing support.

• Take responsibility for customer-impacting issues through to resolution, even when resolution requires collaboration with engineering or other stakeholders.

• Communicate clearly with non-technical users, translating complex technical problems into practical explanations and next steps.

• Set realistic expectations regarding issue severity, workarounds, timelines, and dependencies.

• Proactively identify customers experiencing recurring challenges or elevated implementation risk.

• Escalate critical incidents and material customer risks to the co-founders promptly.

• Capture customer feedback and ensure it informs product improvements, support documentation, and implementation practices.

6. Documentation, Training & Continuous Improvement

• Create and maintain technical documentation, internal troubleshooting resources, customer-facing help materials, and implementation guides.

• Develop repeatable training resources that reduce avoidable support requests and improve customer self-sufficiency.

• Document resolutions to recurring issues so knowledge is retained and shared across the organization.

• Identify gaps in technical knowledge, implementation processes, and customer readiness.

• Establish continuous improvement practices using support data, implementation outcomes, and engineering feedback.

• Ensure processes and documentation remain current as EyeQ functionality evolves.

Initial targets will be established after assessing current support volumes, product maturity, and customer rollout requirements.

Required Qualifications

• Experience in SaaS technical support, software implementation, application support, technical customer success, or a comparable customer-facing technology role.

• Demonstrated ability to independently troubleshoot software issues and work methodically toward root-cause identification.

• Experience working with software developers or engineering teams to investigate defects and coordinate technical resolutions.

• Strong written communication skills, including the ability to document issues clearly and explain technical concepts to non-technical users.

• Experience creating or improving support processes, technical documentation, troubleshooting guides, or implementation workflows.

• Strong organizational skills and the ability to manage multiple customer issues and implementation timelines simultaneously.

• A proactive, accountable approach to customer issue ownership and problem-solving.

• Comfort working directly with founders and senior leadership in a growing technology company.

• Ability to work effectively in a fast-moving environment where responsibilities span technical support, implementation, testing, documentation, and process development.

Preferred Qualifications

• Experience implementing and supporting SaaS platforms in a growing or scaling business.

• Familiarity with APIs, integrations, authentication, databases, application logs, and basic software architecture.

• Experience with issue tracking, ticketing systems, software testing, regression testing, and release validation.

• Experience with data migration, system configuration, and customer go-live management.

• Previous exposure to healthcare technology, electronic medical records, practice management systems, or clinical software.

• Familiarity with optometry or other healthcare practice workflows.

• Awareness of healthcare privacy, information security, and appropriate handling of sensitive customer and patient information.

Healthcare or optometry experience is an asset but is not mandatory. Strong technical troubleshooting, implementation experience, communication, and process-building capabilities are the primary selection criteria.

Why Join Praxeon Health Technologies?

This is an opportunity to help shape the national expansion of EyeQ and establish a foundational function within a growing healthcare technology company.

You will work directly with the co-founders and engineering team, influence product improvements, solve meaningful operational and technical challenges, and build the systems that enable EyeQ to support more clinics reliably and efficiently.

The successful candidate will have meaningful responsibility, direct access to decision-makers, and the opportunity to grow with the business as EyeQ expands.

The mandate: deliver successful implementations, own complex customer issues, protect engineering capacity, and build a technical support operation capable of scaling nationally.