Canada- Product Support Lead at PointClickCare

This role is ideal for a seasoned support professional with at least 5 years of experience in technical service or helpdesk environments. You should be a "bridge-builder" who enjoys translating complex technical issues into actionable product improvements. A background in SaaS or the healthcare industry is preferred, but the core requirement is the ability to use data and root cause analysis to reduce support burdens. The position offers a salary of **CAD 85,000 - 100,000** and a high degree of flexibility through a fully remote arrangement (with occasional travel to Mississauga for team events). As a "Lead" role, this is less about answering tickets and more about strategy—you’ll be a subject matter expert influencing product roadmaps and training the front-line support staff. **You might be a good fit if you:** * Have strong technical proficiency in **SQL, HTML, and XML** for troubleshooting and research. * Are comfortable using **Jira and Salesforce** to manage service workflows and **Tableau** for data analysis. * Enjoy creating knowledge-base content and training others on new software releases. * Can identify recurring technical "pain points" and advocate for product changes to solve them permanently.