Technical Support Specialist - Elation Health

Elation Health is seeking a Technical Support Specialist to anchor a shift in customer support, moving beyond traditional ticketing toward product intelligence, AI conversation design, and systemic problem-solving.

As a Technical Support Specialist, you will bring empathy and judgment to high-complexity customer cases, own the quality of AI-driven solutions in your domain, and synthesize patterns that influence Product and Engineering roadmaps.

Role and Responsibilities

• Use Good Judgment to Solve Cases: Own customer escalations that genuinely require seasoned judgment and protect customer trust in moments that matter.
• Build and Own AI Quality: Configure AI within Elation's stack (intents, knowledge sources, escalation rules), build lightweight external automations, and own the quality of AI outputs in your domain.
• Synthesize and Partner with Product/Eng: Produce formal weekly and monthly insights, participate in roadmap conversations with Product Development teams, and mentor Associates on their build and synthesis work.

What Success Looks Like in Your First 6 Months

• Shipped 3–5 AI solutions.
• A monthly drumbeat of synthesized insights that Product and Engineering act on, with visible impact on customer experience or a measurable drop in case volume.
• Owns a measurable case-volume reduction in your domain by addressing root causes rather than just closing cases faster.
• Question default workflows and remove unnecessary work.
• Build with AI to make yourself and teammates faster through automated triage, drafted responses, prototyping internal tools, and reusable patterns.
• Mentor Associate teammates on AI builds and pattern synthesis.

Professional Qualifications

• 0–4+ years of relevant experience in support, implementation, CS ops, embedded data analysis, or as an AI/automation tinkerer.
• A concrete portfolio of things you've built or shipped (prompt-engineered systems, dashboards, automations) with evidence of outcomes.
• Strong customer-facing communication and trust-building skills.
• Pattern recognition and synthesis muscle.
• AI-native default: reaches for AI tools first, treats ambiguity as the work, and wants to configure and supervise these systems.
• High ownership over outcomes and a deep desire to drive results for customers.
• Curiosity and natural problem-solving instincts.
• An instinct to raise the bar for teammates by teaching others to build and synthesize.

Show Us Your Work

Along with your application, include:

1. 2–3 things you've built or shipped that changed a metric or outcome (what you made, who it was for, why you needed to do it, and what changed).
2. A short story about a time your analysis or insight changed a decision someone else made.

Salary range: $52,500 - 75,000 CAD