Technical Account Specialist - West Coast

Job description

## The Technical Account Specialist (West Coast) is responsible for resolving customer support tickets and supporting system health across Canopy deployments. This role focuses on technical troubleshooting, issue resolution, and onsite support related to **system performance and reliability**, not installation or deployment execution. ## **Key Responsibilities** ### **Customer Support & Ticket Management** - Review, triage, and resolve customer support tickets in accordance with defined SLAs - Troubleshoot system health issues related to gateways, nodes, buttons, connectivity, and console performance - Document issues, root cause, and resolution clearly in the ticketing system - Communicate status, findings, and next steps clearly to customers and internal teams - Escalate complex, recurring, or high-impact issues to Engineering or Technical Account Services leadership - Diagnose and resolve customer technical issues, for example: Single Sign On configuration, Network failures and diagnostics, and integration configuration ### **Onsite Technical Support (Non-Install)** - Serve as an onsite technical resource for troubleshooting and validation when remote resolution is insufficient - Perform system health checks, diagnostics, and verification of existing infrastructure - Support go-lives and post–go-live stabilization from a **support and validation perspective**, not install execution - Identify when issues require handoff to Field Services or Implementation and coordinate accordingly ### **Cross-Functional Collaboration** - Partner with Field Services to hand off issues that require physical remediation, reinstallation, or infrastructure changes - Work with Customer Success and Implementation to support customer confidence and system stability - Collaborate with Engineering and Product Operations on root cause analysis and long-term fixes - Contribute to internal troubleshooting documentation and support playbooks ## **Qualifications** - 3–5 years of experience in technical customer support, field support, or technical services - Experience supporting hardware-enabled or networked systems (IoT, RTLS, or SaaS environments preferred) - Strong troubleshooting skills across hardware, software, and connectivity issues - Experience working within ticketing systems and structured support workflows, Zendesk experience is a plus - Comfortable working onsite in customer environments, including healthcare settings, maintains professionalism while in person with customers - Clear, professional written and verbal communication skills If you're excited about the opportunity to lead and shape innovative products, collaborate with a talented team, and make a positive impact on the lives of healthcare workers, we'd love to hear from you. Join us in making a difference and apply now! *The base salary range for this position is $100k-$120k per year, depending on location, experience and qualifications. Canopy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.*