Technical Support Specialist

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.