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Technical Implementation Specialist – Remote, Canada

at Andgo Systems

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Posted 4 weeks ago

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About the role

  • Technical Implementation Specialist ensuring seamless onboarding for Andgo's healthcare solutions. Collaborating cross-functionally to deliver implementation support and documentation.

Responsibilities

  • Serve as the primary technical subject matter expert throughout customer implementations, providing guidance on system architecture, integration strategies, configuration optimization, and industry best practices.
  • Lead the setup, configuration, and rigorous testing of system integrations, ensuring seamless data exchange between Andgo and customer environments.
  • Proactively identify, diagnose, and resolve complex technical roadblocks and issues during implementations, ensuring projects remain on schedule and within scope.
  • Collaborate cross-functionally with Implementation, Product, and Engineering teams to translate complex technical requirements and unique customer needs into actionable solutions.
  • Champion the voice of the customer within internal teams, actively collecting and translating customer feedback and technical insights to the Product team.
  • Create and maintain comprehensive technical documentation, including integration specifications, configuration guides, and troubleshooting procedures, facilitating seamless knowledge transfer to the post-live support team.
  • Deliver tailored technical training and enablement materials to onboard customers effectively, ensuring their proficiency and confident adoption of Andgo's solutions.
  • Travel to customer sites in the United States & Canada may be required on occasion (up to 10%) to support implementations, training, or workshops.
  • Understand and adhere to Andgo's support policies, best practices, procedures, and systems, ensuring all actions align with established SLAs and customer expectations.
  • Investigate and resolve complex technical issues for customers, focusing on integrations, system configurations, and product behavior.
  • Analyze logs and system data to accurately diagnose root causes of issues and implement effective resolutions.
  • Collaborate closely with the support team to escalate and resolve critical or highly complex technical issues that require deeper expertise.
  • Foster robust cross-functional communication with our Product, Engineering, and Customer Success teams to ensure alignment and shared understanding.
  • Acting as a key feedback loop for product evolution, consistently providing customer-driven insights on features and enhancement requests to the Product team.
  • Empowering customer self-service success through active contributions to our public-facing documentation and knowledge base articles.
  • Driving internal efficiency and consistency by contributing to internal documentation and championing support process improvements.

Requirements

  • Diploma or B..Sc in Computer Science (or related technical discipline) or equivalent experience.
  • Strong technical acumen, particularly with SaaS implementations.
  • Experience working with UKG (Kronos).
  • Proven experience in technical troubleshooting and system integrations.
  • Ability to analyze logs, configuration data, and product behavior to identify root cause and drive resolutions.
  • Strong collaboration skills to work effectively across Support, Product, and Engineering teams.
  • Excellent verbal and written communication skills to explain technical concepts to both technical and non-technical audiences.
  • Experience in documenting solutions and contributing to knowledge bases and support content.

Benefits

  • Remote-Friendly: Work from anywhere in Canada.
  • Health & Dental Benefits: Comprehensive health and dental coverage.
  • Flex Spending Account: $500 to spend on health or wellness initiatives.
  • Professional Development: Budget for professional development to help you grow in your career.
  • Vacation: 4 weeks of vacation to recharge and relax.
  • Statutory Holidays: 12 company-recognized statutory holidays each year.
  • Flex/Bonus Days: 2 additional flex days each year to use however you need.
  • Sick/Wellness Days: Unlimited paid sick and wellness days to support your health and wellbeing.
  • Flexible Hours: Flexible working hours to suit your lifestyle.
  • 10% Time: Opportunity to work on side projects of your choosing.
  • Home Office Setup: Budget to set up your home office.
  • Great Team: Collaborative and supportive team members.
  • Impact: Opportunity to make a significant impact in the healthcare industry.

Job title

Technical Customer Success

Job type

Full Time

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

Bachelor's Degree

Location requirements

RemoteCanada

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