Technical Support Specialist

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

Job summary

Sonic Incytes is seeking a Technical Support Specialist in Vancouver for hybrid work (4 days remote, 1 in-office). You will diagnose software, network, and hardware issues, manage RMA/NCR lifecycles, and coordinate replacement logistics while acting as a bridge between clinical customers and engineering teams.

Candidates should hold a technical degree in CS or equivalent and be proficient with Windows, log analysis, SQL/AWS basics, and remote support tools like HubSpot.

Qualifications

• Technical degree in CS or equivalent.
• Proficient in Windows OS and command-line administration.
• Familiar with SQL queries and AWS basics.
• Experience troubleshooting networking and hardware.
• Experience using HubSpot and remote support tools for ticketing.
• Experience managing RMA and NCR processes.

Responsibilities

• Provide end-to-end technical, operational, and logistics support for the Velacur system.
• Diagnose software, network, and hardware issues; perform remote diagnostics.
• Manage replacement logistics and shipping; track assets and RO.
• Serve as liaison between clinical customers, trainers, and engineering.
• Document issues and escalate bugs to engineering with status updates.

Skills

Windows OS & CLI

Log analysis

SQL & AWS basics

Networking & hardware

Remote tools & ticketing (HubSpot)

RMA/NCR logistics

Education

Technical degree in Computer Science or equivalent

Tools

HubSpot

TeamViewer

LogMeIn

Job description

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.