Solutions Reliability Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Conduct independent assessments of the health, performance, and reliability of Canopy systems at designated Tier 1 and Tier 2 customer locations.

• Perform system health evaluations that encompass network performance, coverage, connectivity, hardware functionality, and operational risks.

• Analyze results to uncover root causes, emerging trends, and potential reliability threats.

• Differentiate between routine technical issues and systemic challenges that require engineering expertise.

• Evaluate remediation strategies and formulate plans that include recommended actions, priorities, resources, and anticipated outcomes.

• Decide on the sequencing of remediation and coordinate activities in alignment with company protocols.

• Suggest preventive measures and enhancements to systems.

• Provide guidance to Customer Success Managers and customer stakeholders regarding system health, risks, and recommended actions.

• Convert technical findings into straightforward, actionable recommendations.

• Collaborate with clinical, facilities, and customer technical teams.

• Oversee the execution of approved remediation plans in conjunction with solution partners, Field Services Technicians, and internal technical teams.

• Offer technical direction during remediation efforts.

• Manage technical inquiries across multiple customer locations or workstreams.

• Evaluate post-remediation outcomes and identify additional actions required.

• Conduct onsite troubleshooting and system validation as needed.

• Analyze recurring issues and propose enhancements to reliability, deployment, and remediation processes.

• Document assessments, root causes, remediation decisions, and validation outcomes.

• Work collaboratively with Engineering, Technical Account Support, Deployment, and Professional Services.

• Provide technical guidance and informal mentorship to Field Services Technicians and solution partners.

⛳️ Requirements

• Minimum of 3 years of experience in field services, technical systems support, hardware deployment, network troubleshooting, or a similar technical field.

• Preference for candidates with experience in healthcare technology.

• Capability to independently evaluate moderately complex technical challenges, assess alternative solutions, and make recommendations.

• Proficient understanding of connected hardware systems, network connectivity, system performance, and technical troubleshooting methodologies.

• Ability to analyze technical data, identify risks and root causes, and convert findings into feasible remediation suggestions.

• Good judgment in prioritizing issues and recognizing when escalation is necessary.

• Excellent communication and consultative skills suitable for both technical and non-technical stakeholders.

• Proven ability to coordinate efforts across internal teams and external partners.

• Strong analytical capabilities, attention to detail, documentation skills, and a focus on continuous improvement.

• Comfort in working independently within healthcare settings.

• Capability to support onsite technical activities, including lifting equipment up to 40 pounds and using ladders safely.

• Willingness to travel approximately 50% of the time to customer locations throughout the United States.

• Readiness to meet customer-site credentialing requirements, which may involve vaccinations and drug screening.

🏝️ Benefits

• An equal opportunity employer dedicated to diversity and fostering an inclusive environment.

• Opportunity to take the lead and shape innovative product offerings.

• Collaboration with a skilled team.

• A positive impact on the lives of healthcare professionals.