[All remote jobs](https://jobicy.com/jobs.md)[![PointClickCare logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2022/02/94d5c7bae5858d7e126022ed422c639c.jpeg)](https://jobicy.com/company/pointclickcare.md)[PointClickCare](https://jobicy.com/company/pointclickcare.md) # Canada – Sr. Solutions Analyst (TAM-Clinical) Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/pointclickcare.md)ShareRemote from[Canada](https://jobicy.com/job-region/canada.md)SalaryCAD 65k–72k / yrDepartment[Technical Support](https://jobicy.com/categories/technical-support.md)EmploymentFull TimeExperienceSeniorPublished14 Oct 2026Apply before13 Nov 2026Listing views28Application actions0Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. PointClickCare is hiring a senior technical support professional to resolve complex SaaS issues for healthcare and long-term-care customers. The role combines customer-facing troubleshooting, log analysis, issue recreation, ticket documentation, and knowledge-base contributions. Candidates need prior PointClickCare experience and familiarity with care-delivery, care-coordination, business-intelligence, or financial workflows in clinical settings. This remote Canada role requires rotating weekday coverage between 8 a.m. and 8 p.m. EST, with occasional scheduled weekend or holiday overtime. The analyst will also mentor peers and collaborate cross-functionally to deliver timely customer resolutions. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe position requires independent diagnosis of complex cloud-software issues while translating technical findings for healthcare customers. Domain expertise in PointClickCare and long-term-care workflows, plus high-volume service expectations, make the role moderately demanding. ## Salary analysis Estimated compensation compared with the broader CA market for similar roles. Estimated job median (per year)Market rateC$68,500CA market range (per year)C$65k–C$85k0C$93.50k AI insightThe employer explicitly lists a CAD 65,000–72,000 yearly base-salary range, with a midpoint of CAD 68,500. Estimated Canadian market compensation for a senior healthcare SaaS technical-support analyst is approximately CAD 65,000–85,000 per year; actual pay may vary by PointClickCare expertise, clinical domain experience, and location. ## Core skills Skills and capabilities most closely associated with this opportunity. [Technical support](https://jobicy.com/jobs?search_keywords=Technical%20support.md)[SaaS troubleshooting](https://jobicy.com/jobs?search_keywords=SaaS%20troubleshooting.md)[Healthcare technology](https://jobicy.com/jobs?search_keywords=Healthcare%20technology.md)[PointClickCare](https://jobicy.com/jobs?search_keywords=PointClickCare.md)[Long-term care workflows](https://jobicy.com/jobs?search_keywords=Long-term%20care%20workflows.md)[Log analysis](https://jobicy.com/jobs?search_keywords=Log%20analysis.md)[Root cause analysis](https://jobicy.com/jobs?search_keywords=Root%20cause%20analysis.md)[Customer communication](https://jobicy.com/jobs?search_keywords=Customer%20communication.md)[Ticket management](https://jobicy.com/jobs?search_keywords=Ticket%20management.md)[Knowledge-centered service](https://jobicy.com/jobs?search_keywords=Knowledge-centered%20service.md)[Knowledge base authoring](https://jobicy.com/jobs?search_keywords=Knowledge%20base%20authoring.md)[Issue reproduction](https://jobicy.com/jobs?search_keywords=Issue%20reproduction.md)[Diagnostic tools](https://jobicy.com/jobs?search_keywords=Diagnostic%20tools.md)[Cross-functional collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20collaboration.md)[Customer success](https://jobicy.com/jobs?search_keywords=Customer%20success.md) Sample interview questionsHow would you investigate a complex customer issue that cannot be reproduced immediately?I would first gather complete details, including the workflow, user role, timestamps, affected records, screenshots, and recent changes. I would review ticket history and relevant logs, attempt to reproduce the issue in an appropriate environment, and document each investigative step. If escalation is needed, I would provide a concise evidence-based summary so the next team can continue efficiently. How do you communicate a technical issue to a clinical or administrative user with limited technical knowledge? I use plain language, connect the issue to the customer’s workflow, and clearly separate what is known, what is being investigated, and what action the customer can take. I confirm understanding through focused questions and provide written next steps after the interaction. This keeps the customer informed without overwhelming them with technical terminology. What is your approach to balancing multiple urgent support cases? I prioritize based on patient-care or operational impact, number of affected users, workaround availability, severity, and service commitments. I communicate realistic expectations early, keep case notes current, and reassess priorities as new information emerges. For high-impact issues, I engage the right internal partners quickly while maintaining ownership of customer communication. How would you contribute to a knowledge-centered service program? I would search existing articles during case handling, improve articles when gaps or unclear steps are found, and create new content for repeatable resolutions. I would ensure articles include symptoms, likely causes, validation steps, resolution actions, and relevant audience context. I would also encourage peers to reuse and refine content based on customer feedback. Describe how you would mentor a less experienced support analyst handling a difficult SaaS case. I would guide the analyst through a structured troubleshooting process rather than simply provide the answer. We would review the customer impact, evidence collection, hypotheses, log findings, and escalation criteria together. After resolution, I would debrief the case to reinforce transferable techniques and identify any knowledge-base updates. Opportunity details ## About this role. At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare. With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work. At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey. Join us in redefining healthcare — so it doesn’t just survive, it thrives. To learn more about PointClickCare, check out [Life at PointClickCare](https://can01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fpointclickcare.com%2Flife-at-pointclickcare%2F&data=05%7C02%7CSandeep.Dhillon%40pointclickcare.com%7Ce9353db140a24fd980f808ddb00013f1%7Cafd0249eca3d42058bf4ac2b6abd0fec%7C0%7C0%7C638860236586947941%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=dIKtrMG7L0sb%2FfLrFRvhcZAmfqfNXTXDTvMsoJkwGvM%3D&reserved=0) and connect with us on [Glassdoor](https://can01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.glassdoor.ca%2FOverview%2FWorking-at-PointClickCare-EI_IE452666.11%2C25.htm&data=05%7C02%7CSandeep.Dhillon%40pointclickcare.com%7Ce9353db140a24fd980f808ddb00013f1%7Cafd0249eca3d42058bf4ac2b6abd0fec%7C0%7C0%7C638860236586978442%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=KVgSiL%2ByFmnpxTc5PmuErMwRNwDmTGqUzJIUSIm5fY0%3D&reserved=0)and [LinkedIn](https://can01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fpointclickcare%2F&data=05%7C02%7CSandeep.Dhillon%40pointclickcare.com%7Ce9353db140a24fd980f808ddb00013f1%7Cafd0249eca3d42058bf4ac2b6abd0fec%7C0%7C0%7C638860236586994867%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=AFNWMltUX65iQ5E5LFYOrA9bKP10SzKQ7jwcti57q2E%3D&reserved=0). **Travel to Office expectations** For Remote Roles: If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings. For Hybrid Roles: If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role. Position Summary: We are looking for a seasoned Sr. Solutions Analyst who has worked with SaaS software. Your focus is on providing an exceptional customer experience while handling complex technical queries and complaints for our cloud-based healthcare solutions. We are looking for someone who can prioritize daily tasks to resolve customer problems, independently or with others, in a timely manner using various communication channels. To do well in this role you need to be able to remain calm while trouble-shooting complex system issues with customers. As well, a strong understanding of administrative tasks and workflows for long term care and medical facilities is crucial to your success. Reporting to the Sr Manager, Customer Support ### Key Duties and Responsibilities * Provide world class customer support and produce successful outcomes for clients with pressing challenges relating to administration, configuration, and utilization the application. * Develop an in-depth understanding of our cloud-based software to support processes and patient care in long term care facilities. * Facilitate the resolution of complex technical issues by way of log analysis, research, or problem recreation. * Work cross-functionally within the organization, to deliver quality, satisfaction, and resolutions to customers. * Effectively use and search the knowledge base, consistently contributing new or updated superior quality content. * Enhance, advocate, and exemplify KCS methodologies in addition to authoring and updating knowledgebase content. * Works to frequently exceed established service delivery guidelines and key performance indicators. * Mentor less experienced team members on trouble shooting SaaS products, customer support best practices, and internal processes. * Thoroughly document problems via phone, email, chat, and web portal to accurately record the issue, investigative steps, and resolution using our help desk ticketing system. * Be available to work rotating shifts between 8am to 8pm EST on weekdays with an occasional need for scheduled overtime on weekends and holidays as determined by business need. ### Skills and Qualifications: * Understand the business processes and practices within a long-term care or medical facility. * Formalized approach to problem-solving, certification in RCA an asset . * Excellent communication skills, written and oral with acumen for conveying complex concepts to a variety of audiences. * Energized and motivated by a fast paced, dynamic, high demand working environment. * Demonstrated ability to multi-task, prioritize, and manage customer expectations. * Ability to quickly learn more complicated aspects of new software functionality, emerging products, and systems that support them. * A patient and active listener who is detail-oriented. * High level of customer focus and empathy. * Prior experience using the PointClickCare application is required. ### Required Experience * Experience using/supporting PointClickCare * 1-2 years practical experience supporting and trouble-shooting web-based software applications * Experience using diagnostic tools to help resolve customer issues * Experience in Care Delivery, Care Coordination, Business Intelligence, or Financial Performance for either Skilled Nursing, Senior Living, Home Health, or Acute Care facilities * Bachelors Degree or post-secondary schooling is preferred ### Compensation At PointClickCare, base salary is one of the many components that make up our total rewards package. The Canada base salary range for this position is $65000- $72,000 Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all Canada locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process. Overtime Eligible ### Additional Information #Remote #MG-LI1 #Canada PointClickCare Benefits & Perks: Benefits starting from Day 1! Retirement Plan Matching Flexible Paid Time Off Wellness Support Programs and Resources Parental & Caregiver Leaves Fertility & Adoption Support Continuous Development Support Program Employee Assistance Program Allyship and Inclusion Communities Employee Recognition … and more! It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact recruitment@pointclickcare.com should you require any accommodations. As part of our commitment to a streamlined and equitable hiring experience, PointClickCare uses AI tools to assist with candidate screening and assessment. When you apply for a position, your information is processed and stored with Lever, in accordance with [Lever’s Privacy Policy](https://www.lever.co/privacy-policy). We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team: [recruitment@pointclickcare.com](mailto:recruitment@pointclickcare.com) PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information. Show more [Apply now >](https://jobicy.com/jobs/155291-canada-sr-solutions-analyst-tam-clinical.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. Next step ## Apply now. Follow the employer’s application method and review Jobicy’s safety guidance before sharing personal information. Keep exploring ## Related remote jobs. * ![Nash logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/08/276c5895-221.png) Nash Oct 14 New ### [Technical Support Specialist, AU](https://jobicy.com/jobs/155304-technical-support-specialist-au.md) Nash is looking for a Technical Support Specialist to join our global, 24/7 Technical Support team. This role sits at the heart of how Nash stabilizes the platform for our… * ![Spreedly logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2021/10/c7ecd47f20eec380edf63d11c0dad38d.png) Spreedly Oct 14 New ### [Support Engineer](https://jobicy.com/jobs/155268-support-engineer-2.md) About Us: Spreedly is the Intelligent Payments Platform for businesses that want to own their payments strategy. Founded in 2007 and headquartered in Durham, NC, we give merchants, platforms, and… * ![Collibra logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/25583c1c-221.jpg) Collibra Oct 13 New ### [Senior Customer Support Engineer](https://jobicy.com/jobs/155175-senior-customer-support-engineer-4.md) Joining Collibra’s Support team Collibra seeks to expand our Support Engineering team with the addition of a Senior Technical Support Engineer to support the company’s growth. Collibra’s Senior Technical Support… * ![TE Connectivity logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/44e3e9132b6f-221.webp) TE Connectivity Oct 13 New ### [Technical Problem Solver Expert – Red X](https://jobicy.com/jobs/149103-technical-problem-solver-expert-red-x.md) At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world. ​Job Overview The Technical Problem Solver Expert… * ![Rockbot logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/7c035029-221.jpg) Rockbot Oct 12 New ### [Tier 2 Technical Support Specialist](https://jobicy.com/jobs/155154-tier-2-technical-support-specialist.md) As the Tier 2 Technical Support Specialist at Rockbot, you’ll serve as the technical backbone of Rockbot’s escalation function — the person the team turns to when issues are complex,… * ![Nextiva logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/5863278d-221.jpeg) Nextiva Oct 12 ### [Customer Support Representative (Night Shift)](https://jobicy.com/jobs/155093-customer-support-representative-night-shift.md) Redefine the future of customer experiences. One conversation at a time. At Nextiva, we’re reimagining how businesses connect, bringing together customer experience and team collaboration on a single, conversation centric… * ![LevelUp logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/31e98500-221.png) LevelUp Oct 12 ### [Order Processing Tech Support Specialist](https://jobicy.com/jobs/155085-order-processing-tech-support-specialist.md) Company Overview LevelUp is a specialist agency that provides outsourcing solutions to agencies, software vendors, and website owners. For over seven years, we have successfully collaborated with a variety of… * ![LevelUp logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/31e98500-221.png) LevelUp Oct 12 ### [Order Processing Tech Support Specialist 6-Month Fixed-Term Contract](https://jobicy.com/jobs/155087-order-processing-tech-support-specialist-6-month-fixed-term-contract.md) Company Overview LevelUp is a specialist agency that provides outsourcing solutions to agencies, software vendors, and website owners. For over seven years, we have successfully collaborated with a variety of… * ![Varicent logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/c86166a8-221.jpeg) Varicent Oct 12 ### [Application Support / SQL – (12 Month Maternity-leave Contract)](https://jobicy.com/jobs/153061-application-support-sql-12-month-maternity-leave-contract.md) At Varicent, we’re not just transforming the Sales Performance Management (SPM) market—we’re redefining how organizations achieve revenue success. Our cutting-edge SaaS solutions empower revenue leaders globally to design smarter go-to-market… * ![Ashby logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/08/63864ee6-221.png) Ashby Oct 12 ### [Product Support Specialist – EMEA](https://jobicy.com/jobs/153069-product-support-specialist-emea.md) Hello! I’m Barry, Support Manager at Ashby. I’m excited to share that we’re hiring Product Support Specialists in Europe. Please note: we’re currently hiring Product Support Specialists to work one… [Browse all jobs](https://jobicy.com/jobs.md)