Job Title: Technical Support Specialist
Pay Range: $50,000 - $70,000 annually
Working Hours: 5am - 1pm
Role Overview
The Technical Support Specialist provides end-to-end technical, operational, and logistics support for the Velacur system. In this cross-functional role, you will diagnose software, network, and hardware issues, manage replacement logistics, and maintain clear records through complete RMA/NCR lifecycles. You will act as the primary technical bridge connecting clinical customers, field device trainers, and internal engineering teams. This is a Hybrid work arrangement 4 days remote and 1 day in office in our Vancouver Office.
Key Responsibilities
Technical Support & Incident Management
- Manage technical support cases from submission through resolution using HubSpot ticketing.
- Perform remote diagnostic sessions to troubleshoot device, connection, and software issues.
- Analyze application log files to identify system crashes, operating errors, and failed processes.
- Perform software installations, run executables, and run command-line procedures for setup and patching.
- Troubleshoot physical interface issues, including USB devices, power cables, and ultrasound probe connections.
- Resolve local network connectivity and websocket user interface issues, including firewall settings and network configurations.
Hardware Logistics & Asset Tracking
- Evaluate device issues to determine whether on-site remediation or unit replacement is required.
- Coordinate and manage the outbound shipping of replacement hardware and retrieve customer units.
- Issue return shipping labels, communicate procedures to customer sites, and track inbound shipments.
- Maintain accurate inventory logs tracking customer hardware, serial numbers, and replaced parts across the user base.
Quality, Compliance & RMA Processing
- Oversee full-cycle Return Merchandise Authorization (RMA) and Non-Conformance Report (NCR) processes.
- Document technical failures and hardware defects within quality tracking tools (CTA).
- Ensure strict adherence to medical device feedback and quality standards.
Cross-Functional Liaison
- Serve as the main point of contact between clinical customers, field device trainers (customer representatives), and internal software/hardware engineering teams.
- Translate field feedback into technical issue reports in HubSpot for engineering teams.
- Escalate unresolved technical bugs to engineering while keeping field trainers and customers informed.
Technical Qualifications & Requirements
- Operating Systems & System Admin: Advanced proficiency navigating Windows OS, including Windows system configuration settings, executing manual binaries, and utilizing the command line interface.
- Log Analysis: Demonstrated ability to parse system and application logs to pinpoint software crashes and process failures.
- Database & Cloud Knowledge: Hands-on experience with SQL queries/databases and basic familiarity with Amazon Web Services (AWS) infrastructure.
- Networking & Hardware: Experience troubleshooting local network/firewall configurations and hands-on cable/USB hardware diagnostic skills.
- Remote Tools & Ticketing: Prior experience using remote support tools (e.g., TeamViewer, LogMeIn, or similar) and managing workflows within HubSpot.
- Logistics & Quality: Experience managing full-cycle RMA processes, track-and-trace shipping logistics, and customer asset inventory.
Education Requirements
- Technical degree in Computer Science or equivalent.
Preferred Experience
- Background supporting medical devices, point-of-care technology, or regulated healthcare hardware.
- Strong written and verbal communication skills for translating technical concepts to clinical end users.
