Technical Support Engineer

Andgo Systems Inc.; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Andgo Systems Inc. is seeking a Technical Support Engineer to provide customer onboarding and post-live support. This role involves technical troubleshooting, system integrations, and collaboration with various teams to enhance customer experiences. Ideal candidates will have a background in Computer Science and strong problem-solving skills, ensuring seamless integration and support for Andgo's platform.

Benefits

Remote-Friendly

Health & Dental Benefits

Professional Development Budget

4 weeks of vacation

Flexible Hours

10% Time for side projects

Home Office Setup Budget

Collaborative Team Environment

Impact in the healthcare industry

Qualifications

• Strong experience in technical troubleshooting and system integrations.
• Ability to analyze logs and configurations for root cause identification.
• Excellent verbal and written communication skills.

Responsibilities

• Act as a technical SME during customer implementations.
• Troubleshoot and resolve technical roadblocks during implementations.
• Document technical findings and ensure knowledge transfer.

Skills

Technical troubleshooting

System integrations

Collaboration

Communication

Education

Diploma or B.Sc in Computer Science

Job description

Reporting to the Technical Integrations & Support Manager, the Technical Support Engineer is a technical role with a strong customer focus. This role sits at the intersection of customer onboarding, technical integrations, and ongoing post-live support, ensuring customers have a seamless experience with Andgo's platform.

Technical Support Engineers work closely with implementation, product, and customer support teams to deliver the technical components required for successful onboarding and post-live assistance. They act as subject matter experts, guiding customers through system integrations, configurations, and best practices to ensure a smooth implementation. Throughout the onboarding process, they assist with the setup and testing of integrations while troubleshooting technical roadblocks to keep projects on track. As advocates for the customer, they document findings and provide valuable insights to the Product team to help shape future enhancements.

In post-live support, Technical Support Engineers handle complex technical issues related to integrations, product functionality and system configurations. They analyze logs, troubleshoot system behaviors, and collaborate with Level 3 (L3) support when further expertise is needed. They also work closely with Product and Engineering to proactively identify product gaps and drive improvements. A core part of this role is maintaining documentation, contributing to knowledge-sharing efforts, and improving support processes to enhance efficiency.

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.

Responsibilities

• Adopt and understand Andgo support policies, best practices, procedures and systems; adhering to SLAs and customer expectations
• Act as a technical SME during customer implementations, providing guidance on system integrations, configurations, and best practices
• Assist customers with the setup and testing of system integrations, ensuring smooth data exchanges between systems
• Work closely with the Implementation and Product teams to address technical requirements and customer-specific needs
• Troubleshoot and resolve technical roadblocks during implementations to keep projects on schedule
• Act as the Voice of the Customer, providing valuable insights to the Product team
• Document technical findings and ensure knowledge transfer to the post-live support team for ongoing customer assistance
• Provide training and enablement materials and support for onboarding customers alongside the Implementation team
• Provide support to customers using problem solving skills to quickly resolve issues to their satisfaction through email, phone and remote troubleshooting sessions.
• Analyze logs, system configurations, and data mappings to diagnose and resolve integration challenges
• Work closely with Level 3 (L3) support to escalate and resolve critical or highly complex technical issues
• Collaborate with the Product and Engineering teams to proactively identify and address product gaps, contributing to continuous improvement and product enhancements
• Enable customer self-service success by documenting solutions, creating and updating knowledge base articles
• Potential travel for customer on-sites (10%)
• Participate in an on-call rotation

Qualifications & Skills

• Diploma or B..Sc in Computer Science (or related technical discipline) or equivalent experience
• Strong experience in technical troubleshooting and system integrations
• Ability to analyze logs, configurations, and data mappings for root cause identification
• Ability to learn new technology quickly
• Strong collaboration skills to work effectively across Support, Product, and Engineering teams
• Excellent verbal and written communication skills to explain technical concepts to both technical and non-technical audiences
• Experience in documenting solutions and contributing to knowledge bases

Bonus Points

• Experience with UKG products
• Experience with large enterprise organizations and the systems they use, such as Workforce Management Pro or Infor.

Work with us!

• Remote-Friendly: Work from anywhere within Canada.
• Health & Dental Benefits: Comprehensive health and dental coverage.
• Professional Development: Budget for professional development to help you grow in your career.
• Vacation: 4 weeks of vacation to recharge and relax.
• 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.

**If you feel like you might not possess all the qualities we are looking for, we still want to hear from you! We believe in growing talent and building a diverse team that values growth and personal development.**

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

The culture at Andgo Systems is by D.E.S.I.G.N.

• 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.