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.

This is a fully remote opportunity for an experienced technical specialist who is comfortable providing flexible and, when required, on-call customer support. You will own the full lifecycle of technical support cases while maintaining solid 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.

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

You should bring substantial technical experience in Monitoring and Diagnostics, combined with strong customer-facing communication and problem-solving capabilities. 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. Ability to learn quickly and develop comprehensive knowledge of technical products and solutions. 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. 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. #

📌 Support Technique - Monitoring & Diagnostics Technical Support Specialist (Vancouver)
🏢 Jobgether
📍 Vancouver