Technical Account Specialist

• 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, * 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, * 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

• 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.