Technical Account Specialist - West Coast
C
CanopyTechnical Support
RemoteFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3–5 years
- Required Skills
- IoTSaaSZendeskTroubleshootingTechnical support
Requirements
- 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
- Ability to diagnose and resolve SSO configuration, network failures, and integration issues
- Comfortable working onsite in customer environments, including healthcare settings
- Clear, professional written and verbal communication skills
Responsibilities
- 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
- 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
- Partner with Field Services to hand off issues that require physical remediation or infrastructure changes
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