Hybrid Technical Support Specialist – Medical Devices

Sonic Incytes Medical Corp.; Vancouver; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

Sonic Incytes Medical Corp. is seeking a Technical Support Specialist in Vancouver, BC.

The role provides end-to-end technical, operational, and logistics support for the Velacur system, diagnosing software, network, and hardware issues and coordinating replacement logistics. The position offers a hybrid schedule (4 days remote, 1 day in the Vancouver office) with a focus on maintaining records through RMA/NCR lifecycles and acting as the bridge between clinical customers, field trainers, and

Qualifications

• Proficiency in diagnosing and solving software, network, and hardware issues.
• Experience with diagnosing logs to identify crashes or failures.
• Familiarity with RMA/NCR life cycles and logistics processes.
• Ability to manage asset inventory and shipping logistics.

Responsibilities

• Manage technical support cases from submission through resolution via HubSpot.
• Perform remote diagnostics to troubleshoot device, connection, and software issues.
• Analyze logs to identify crashes, errors, and failed processes.
• Install software, run binaries, and perform patching procedures.
• Troubleshoot USB, power, and ultrasound probe connections.
• Resolve network and firewall issues and adjust configurations.
• Coordinate outbound shipping and returns of replacement hardware.
• Maintain accurate hardware inventory and serial tracking.
• Oversee full-cycle RMA and NCR processes.
• Escalate unresolved bugs to engineering with clear reports.

Skills

Windows OS

Log analysis

Networking

RMA & logistics

Track inventory

Quality adherence

Education

Technical degree in Computer Science or equivalent

Tools

HubSpot

TeamViewer

Job description

Sonic Incytes Medical Corp. is seeking a Technical Support Specialist in Vancouver, BC.

The role provides end-to-end technical, operational, and logistics support for the Velacur system, diagnosing software, network, and hardware issues and coordinating replacement logistics. The position offers a hybrid schedule (4 days remote, 1 day in the Vancouver office) with a focus on maintaining records through RMA/NCR lifecycles and acting as the bridge between clinical customers, field trainers, and