Support Technique - Monitoring & Diagnostics Technical Support Specialist

Jobgether; Canada; Remote; CAD 124,000 - 193,000; Full time

Benefits offered by this job

Discretionary bonus

Fully remote

Senior technical exposure

Job summary

Jobgether partner seeks a Support Technician specializing in Monitoring & Diagnostics, based in Canada. This remote role serves as the technical contact for customers, managing cases from triage to closure and coordinating with product and engineering teams.

You will diagnose complex issues, maintain documentation, and support escalations. Strong communication and multitasking are essential, with on-call flexibility as needed to support customers across time zones.

Qualifications

• Engineering degree or technologist diploma or equivalent.
• 5+ years in related field, Monitoring and Diagnostics preferred.
• Excellent written and verbal communication skills.

Responsibilities

• Own full lifecycle of technical support cases from intake to resolution.
• Provide ongoing technical support via phone, email, and other channels.
• Investigate problems, reproduce issues, and coordinate with product teams.
• Recommend repairs, upgrades, and component replacements as needed.
• Maintain accurate case data in CRM/quality systems (Salesforce, ServiceMax, SAP).
• Monitor escalations and contribute to knowledge base updates.
• Prepare case summaries and metrics for periodic reviews.
• Lead training opportunities and collaborate with team members.
• Communicate issues clearly to both technical and non-technical audiences.

Skills

Customer communication

Problem solving

Analytical thinking

Time management

Cross-functional collaboration

Education

Engineering degree

Technologist Diploma

Tools

Salesforce

ServiceMax

SAP

Job description

Our partner is looking for a Support Technique - Monitoring & Diagnostics Technical Support Specialist based in Canada.

This role provides advanced technical support for Monitoring and Diagnostics equipment, serving as a key technical point of contact for customers.
You will take ownership of customer cases from initial request through investigation, resolution, and successful closure.
Working closely with product, engineering, and cross-functional teams, you will diagnose complex technical issues and drive timely solutions.
The position combines customer engagement, technical troubleshooting, case management, documentation, and knowledge sharing.
You will also support critical escalations, contribute to customer performance reviews, and help strengthen technical capabilities across the wider team.
Success in this role requires strong analytical thinking, excellent communication, and the ability to remain effective when managing multiple priorities under pressure.
This is a fully remote opportunity for an experienced technical specialist who is comfortable providing flexible and, when required, on-call customer support.

Accountabilities

You will own the full lifecycle of technical support cases while maintaining strong customer relationships and coordinating internal resources to achieve timely, effective resolutions.

• Provide ongoing technical support and case management through phone, email, and other communication channels.


• Investigate technical problems, reproduce reported issues when necessary, and coordinate with product teams to drive cases to successful resolution.


• Recommend appropriate repairs, upgrades, and component replacements based on technical findings.


• Maintain accurate case information across quality management, CRM, and ERP systems such as Salesforce, ServiceMax, and SAP.


• Monitor and report on cases escalated through applicable non-conformance and corrective-action processes.


• Maintain technical documentation and a knowledge base of troubleshooting guidance, technical tips, and successful resolutions.


• Track open Tier 1 and Tier 2 cases and maintain accurate critical-case reporting and status updates.


• Take ownership of Tier 3 and Tier 4 cases handled by local or product-line teams, ensuring consistent follow-through through resolution.


• Participate in product-line meetings to communicate case status, provide updates, and help drive resolution of outstanding issues.


• Identify training opportunities and contribute to your own professional development as well as the development of other team members.


• Schedule and lead customer case reviews, preparing case summaries, performance reports, and relevant metrics for periodic customer discussions.


• Communicate customer issues clearly, prioritize them appropriately, and coordinate the right resources to achieve positive outcomes.

Requirements

You should bring substantial technical experience in Monitoring and Diagnostics, combined with strong customer-facing communication and problem-solving capabilities. The role requires someone who can quickly develop deep product knowledge, work independently, and coordinate effectively across multidisciplinary teams.

• Engineering degree, Technologist Diploma, or equivalent combination of education and relevant professional experience.


• At least 5 years of industry experience and 5 years of experience in a related field, particularly Monitoring and Diagnostics.


• Strong knowledge of Monitoring and Diagnostics equipment and technologies.


• Ability to configure equipment and reproduce customer-reported technical issues.


• Experience diagnosing and resolving complex technical problems in collaboration with cross-functional teams.


• Exceptional written and verbal communication skills.


• Ability to learn quickly and develop comprehensive knowledge of technical products and solutions.


• Strong analytical, troubleshooting, problem-solving, and time-management skills.


• Ability to build consensus across multidisciplinary teams and drive issues toward resolution.


• Strong prioritization skills and the ability to manage multiple assignments while consistently meeting deadlines.


• Results-oriented and comfortable working under pressure with customers and stakeholders at different organizational levels.


• Self-motivated, proactive, and able to work effectively with limited supervision.


• Ability to communicate technical problems and recommended solutions clearly to both technical and customer audiences.


• Fluency in a second language is considered an asset.


• Flexibility to work on-call, provide support outside standard working hours, or adjust working hours based on customer-specific requirements.

Benefits

• Annual salary range of $89,300–$139,300 USD for the Canada-based position.


• Discretionary annual bonus eligibility.


• Fully remote position.


• Opportunity to serve as a senior technical resource for Monitoring and Diagnostics customers.


• Exposure to complex technical troubleshooting and multidisciplinary product teams.


• Opportunities to develop advanced product expertise and contribute to team knowledge and training.


• No relocation assistance provided.