Reporting to the Technical Integrations & Support Manager, the Technical Implementation Specialist plays a pivotal role in ensuring a seamless and successful onboarding experience for customers adopting Andgo’s solutions. This is a technical, customer-facing position with a primary focus on implementation support.
Sitting at the intersection of technical delivery, customer support, and product innovation, this role is ideal for someone who thrives on solving problems, navigating complexity, and collaborating across teams.
Responsibilities
Implementation & Onboarding
Serve as the primary technical subject matter expert throughout customer implementations, providing guidance on system architecture, integration strategies, configuration optimization, and industry best practices.
Lead the setup, configuration, and rigorous testing of system integrations, ensuring seamless data exchange between Andgo and customer environments.
Proactively identify, diagnose, and resolve complex technical roadblocks and issues during implementations, ensuring projects remain on schedule and within scope.
Collaborate cross-functionally with Implementation, Product, and Engineering teams to translate complex technical requirements and unique customer needs into actionable solutions.
Champion the voice of the customer within internal teams, actively collecting and translating customer feedback and technical insights to the Product team.
Create and maintain comprehensive technical documentation, including integration specifications, configuration guides, and troubleshooting procedures, facilitating seamless knowledge transfer to the post-live support team.
Deliver tailored technical training and enablement materials to onboard customers effectively, ensuring their proficiency and confident adoption of Andgo's solutions.
Travel to customer sites in the United States & Canada may be required on occasion (up to 10%) to support implementations, training, or workshops.
Post-Live Technical Support
As a Technical Implementation Specialist, you'll also dedicate approximately 10% of your time to providing crucial post-live technical support. In this capacity, you will:
Understand and adhere to Andgo's support policies, best practices, procedures, and systems, ensuring all actions align with established SLAs and customer expectations.
Investigate and resolve complex technical issues for customers, focusing on integrations, system configurations, and product behavior.
Analyze logs and system data to accurately diagnose root causes of issues and implement effective resolutions.
Collaborate closely with Level 3 (L3) support to escalate and resolve critical or highly complex technical issues that require deeper expertise.
Participate in an on-call rotation to provide timely support for emergency customer issues that may arise outside of normal business hours.
Collaboration & Continuous Improvement
You'll play a vital role in our continuous improvement efforts and cross-functional synergy by:
Fostering robust cross-functional communication with our Product, Engineering, and Customer Success teams to ensure alignment and shared understanding.
Acting as a key feedback loop for product evolution, consistently providing customer-driven insights on features and enhancement requests to the Product team.
Empowering customer self-service success through active contributions to our public-facing documentation and knowledge base articles.
Driving internal efficiency and consistency by contributing to internal documentation and championing support process improvements.
Qualifications & Skills
Diploma or BSc in Computer Science (or related technical discipline) or equivalent experience.
Strong technical acumen, particularly with SaaS implementations.
Experience working with UKG (Kronos).
Proven experience in technical troubleshooting and system integrations.
Ability to analyze logs, configuration data, and product behaviour to identify root cause and drive resolutions.
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 and support content.
Bonus Points
Familiarity with healthcare scheduling workflows, terminology, and operational constraints is highly beneficial.
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.
