Managing global technical support for Qualitrol’s electrical asset monitoring and protection products. Leading escalations, systems, governance, and cross - functional improvement across international sites.
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.
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