US- Product Support Lead at PointClickCare

This role is ideal for a seasoned support professional with a technical edge (SQL, HTML/XML) and at least 5 years of experience in helpdesk or product support environments. The perfect candidate sits at the intersection of technical troubleshooting and strategic leadership, acting as the bridge between Customer Support and the Product/Engineering teams to improve software stability and user experience. The position offers a competitive salary of $95k–$105k and the flexibility of a fully remote US-based work arrangement, though you should be prepared for occasional travel to Salt Lake City or Mississauga for team events. As a "Lead" role in a founder-led health-tech company, this is a strong opportunity for those who want to influence product roadmaps through data-driven root cause analysis and proactive process modeling. **You might be a good fit if you...** * Have strong technical skills in SQL for data analysis and experience with tools like Jira, Salesforce, and Tableau. * Enjoy "translating" complex product releases into training materials and knowledge articles for support teams. * Are skilled at Root Cause Analysis (RCA) and want to proactively reduce support burdens rather than just reacting to tickets. * Have a background in SaaS or the Healthcare industry.