Technical Account Specialist

Role Overview

The Technical Account Specialist is responsible for resolving customer support tickets and supporting system health across Canopy deployments. This role focuses on technical troubleshooting, issue resolution, and onsite support related to system performance and reliability, not installation or deployment execution.

Key Responsibilities

Customer Support & Ticket Management

• 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

Onsite Technical Support (Non-Install)

• 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

Cross-Functional Collaboration

• 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

Qualifications

• 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