Technical Support Specialist

Andgo Systems; Remote; CAD 60,000 - 80,000; Full time

Job summary

A healthcare tech firm is seeking a Technical Support Specialist to provide post-launch support for its SaaS platform. The ideal candidate excels in diagnosing complex issues, collaborating with internal teams, and ensuring customer satisfaction. Responsibilities include troubleshooting, managing escalations, and improving processes. Required skills include technical troubleshooting and strong communication. The position is remote-friendly and offers comprehensive benefits, professional development, and flexible working hours.

Benefits

Health & Dental Benefits

Flex Spending Account

Professional Development Budget

4 weeks of vacation

12 statutory holidays

2 additional flex days

Unlimited paid sick and wellness days

Flexible working hours

Home Office Setup Budget

Qualifications

• Proven experience in technical troubleshooting, particularly with SaaS system integrations.
• Deep familiarity with analyzing logs, system configurations, and data mappings.
• Ability to master new and complex technologies quickly.

Responsibilities

• Serve as the primary technical expert for live customers, resolving complex support issues.
• Diagnose and resolve integration and product functionality challenges.
• Manage technical escalations and collaborate with Level 3 support.

Skills

Technical troubleshooting

Collaboration

Communication

Documentation

Education

Bachelor's degree in Computer Science or related field

Tools

UKG Workforce Management Pro

Infor

Job description

At Andgo, we are pioneering optimized workforce management (WFM) solutions for the enterprise healthcare market. Our platform is essential for health systems, ensuring they have the optimal staffing levels needed to improve patient care and operational efficiency.

We are seeking a Technical Support Specialist who is a natural problem-solver and dedicated customer advocate. You are a highly technical individual who thrives on diagnosing complex issues and is passionate about ensuring customers have a seamless, successful experience.

Reporting to the Sr. Manager, Technical Integrations & Support, you will be the technical subject matter expert our customers rely on post-launch. This role specializes in ensuring long-term stability and success for our live customers by owning and resolving their most complex technical support issues.

This role is all about problem‑solving, collaboration, and technical troubleshooting. A successful candidate is someone who learns quickly, takes initiative, and thinks outside the box.

What you'll be doing

Post‑Live Technical Support

• Serve as the primary technical expert for live customers, owning and resolving complex support issues via email, phone, and remote troubleshooting.
• Diagnose and resolve integration and product functionality challenges by analyzing logs, system configurations, and data mappings.
• Manage technical escalations, collaborating with Level 3 (L3) support to resolve critical or highly complex issues.
• Participate in an on‑call rotation to provide support for urgent issues.

Implementation & Onboarding Support

• Partner with the Implementation team to address technical requirements and customer‑specific needs during onboarding.
• Proactively troubleshoot and resolve technical roadblocks during the implementation phase to keep projects on schedule.

Collaboration & Process Improvement

• Act as the "Voice of the Customer," providing valuable, data‑driven insights to the Product team to help shape future enhancements.
• Collaborate with Product and Engineering to proactively identify product gaps and drive continuous improvement.
• Enhance customer self‑service by documenting solutions and creating/updating internal and external knowledge base articles.

Operational Excellence

• Adhere to all support policies, best practices, and procedures, consistently meeting or exceeding customer SLAs and expectations.
• Potential for travel (up to 10%) for customer on‑site visits.

What you bring to the team

Technical Qualifications

• Proven experience in technical troubleshooting, particularly with SaaS system integrations.
• Deep familiarity with analyzing logs, system configurations, and data mappings to perform root cause analysis.
• A rapid learner with a demonstrated ability to master new and complex technologies quickly.
• Bachelor's degree or diploma in Computer Science (or a related technical discipline), or equivalent practical experience.

Core Competencies

• Collaboration: You work effectively across internal teams, including Support, Product, and Engineering, to drive resolutions.
• Communication: You have excellent verbal and written communication skills, with a talent for explaining complex technical concepts to both technical and non‑technical audiences.
• Documentation: You have a strong commitment to documenting solutions and actively contribute to building a shared knowledge base.

Bonus Points

• Hands‑on experience working with UKG Workforce Management Pro, Infor or similar enterprise‑level WFM solutions.
• Experience with large enterprise organizations.

Work with us!

• Remote‑Friendly: Work from anywhere in Canada.
• Health & Dental Benefits: Comprehensive health and dental coverage.
• Flex Spending Account: $500 to spend on health or wellness initiatives.
• Professional Development: Budget for professional development to help you grow in your career.
• Vacation: 4 weeks of vacation to recharge and relax.
• Statutory Holidays: 12 company‑recognized statutory holidays each year.
• Flex/Bonus Days: 2 additional flex days each year to use however you need.
• Sick/Wellness Days: Unlimited paid sick and wellness days to support your health and wellbeing.
• Flexible Hours: Flexible working hours to suit your lifestyle.
• 10% Time: Opportunity to work on side projects of your choosing.
• Home Office Setup: Budget to set up your home office.
• Great Team: Collaborative and supportive team members.
• Impact: Opportunity to make a significant impact in the healthcare industry.

About Us

Simplifying complex interactions, Andgo facilitates communication for unplanned, immediate need vacancies and planned absences, ensuring the right person is in the right shift at the right time.

As a team we work best when we work closely together, and when ideas can be exchanged openly and honestly. We want our team to understand the "why" of the work they're doing, and how it fits into the overall picture of Andgo as a product and business.

Andgo Culture

• Does the right thing. We are intentional in determining the right course of action. We do what's right, not what's easy, even when no one is looking.
• Exhibits a growth mindset. Andgo is a growth company. We invest in ourselves and seek knowledge to achieve this growth. What got us here is not going to get us there.
• Shows authentic self. We bring our whole selves to work. We have fun, support each other, and contribute positively to our shared culture. We are curious, not judgemental.
• Innovate & iterate. We thoughtfully experiment and push the boundary, knowing that even when we 'fail' it moves us forward.
• Good people help first. We add value to every interaction. We have a service‑first mentality, whether it's helping a co‑worker or a customer. We listen empathetically.
• No ego. We give and receive feedback openly and honestly. We understand feedback is an important process of improvement and we are willing to change our views when presented with new information.

These shared core values are how we hire, review, reward, and recognize our team, so it's important that you share these values in order to be a part of the Andgo team.