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# Technical Account Specialist

- **Company:** CANOPY WORKS, INC
- **Location:** United States (Remote available)
- **Experience:** Experienced
- **Salary:** $100,000.0 - $120,000.0
- **Contract:** Permanent contract
- **Skills:** Software as a Service, Issue Tracking Systems, Single Sign-On, Computer Networking Systems, Zendesk
- **Published:** September 4, 2026
- **Apply:** https://startup.jobs/technical-account-specialist-west-coast-canopy-works-8982707

## About the Role

* 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!

## Description

* 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


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