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.

Technical Support Specialist

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