Solutions Reliability Specialist

Canopy Works

3d • $75,000 - $85,000

About The Position

The Solutions Reliability Specialist independently assesses, manages, and improves the reliability of Canopy's deployed safety technology across assigned healthcare customer sites. Acting as a technical advisor to customers and internal stakeholders, the specialist evaluates system performance, identifies reliability risks, determines remediation approaches, and coordinates resources to maintain effective operations. The role focuses on technical assessment, analysis, recommendations, and coordination of remediation activities, using independent judgment to prioritize issues, evaluate alternatives, and recommend courses of action based on system performance, customer needs, and operational considerations. With general direction from the Sr. Manager of Deployment Services, the specialist owns assigned investigations and reliability initiatives from initial assessment through validated resolution, engaging additional technical expertise when appropriate.

The position includes assessing system health across Tier 1 and Tier 2 sites; reviewing network performance, coverage, connectivity, hardware functionality, and operational risks; developing and coordinating remediation plans; advising Customer Success Managers and customer stakeholders; and validating outcomes. The specialist also analyzes recurring issues, documents findings, shares recommendations for system and process improvements, and provides technical guidance and informal mentorship to Field Services Technicians and solution partners. The role has a flexible location and requires approximately 50% travel to customer sites across the United States.

Requirements

• At least 3 years of experience in field services, technical systems support, hardware deployment, network troubleshooting, or a related technical discipline.
• Ability to independently evaluate moderately complex technical problems, assess alternatives, and recommend appropriate solutions.
• Strong working knowledge of connected hardware systems, network connectivity, system performance, and technical troubleshooting methodologies.
• Ability to analyze technical information, identify risks and root causes, and translate findings into practical remediation recommendations.
• Sound judgment in prioritizing issues, balancing technical and customer considerations, and determining when additional expertise or escalation is appropriate.
• Strong communication and consultative skills, including explaining technical findings and recommendations to technical and nontechnical stakeholders.
• Ability to coordinate work across internal teams and external partners while maintaining accountability for assigned outcomes.
• Strong analytical skills, attention to detail, and commitment to quality, documentation, and continuous improvement.
• Comfort working independently in healthcare environments and collaborating with clinical, facilities, and technical stakeholders.
• Ability 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 sites across the United States.
• Willingness and ability to meet customer-site credentialing requirements, which may include vaccinations and drug screening.

Nice To Haves

• Experience in healthcare technology.

Responsibilities

• Independently assess the health, performance, and reliability of Canopy systems across assigned Tier 1 and Tier 2 customer sites.
• Conduct system health reviews covering network performance, coverage, connectivity, hardware functionality, and potential operational risks.
• Analyze technical findings to identify root causes, emerging trends, and reliability risks.
• Distinguish routine technical issues from systemic problems and situations requiring additional engineering expertise.
• Evaluate remediation approaches based on technical effectiveness, operational impact, resources, and customer requirements.
• Develop remediation plans identifying recommended actions, priorities, technical resources, and expected outcomes.
• Determine the sequence and coordination of remediation activities within company guidelines, escalating decisions requiring additional authority.
• Recommend preventive measures and system improvements to reduce recurring issues and strengthen long-term reliability.
• Advise Customer Success Managers and customer stakeholders about system health, identified risks, and recommended actions.
• Translate technical findings into clear recommendations and explain available options and operational implications.
• Partner with clinical, facilities, and customer technical teams to incorporate site-specific needs into remediation recommendations.
• Coordinate approved remediation plans with solution partners, Field Services Technicians, and internal technical teams.
• Provide technical direction during remediation and assess results to determine whether additional actions are needed.
• Manage assigned technical investigations and coordinate work across customer sites or workstreams.
• Perform onsite technical troubleshooting and system validation when necessary.
• Analyze recurring technical issues and recommend improvements to reliability, deployment practices, and remediation processes.
• Document assessments, root-cause findings, remediation decisions, and validation results.
• Collaborate with Engineering, Technical Account Support, Deployment, and Professional Services to improve customer system performance.
• Provide technical guidance and informal mentorship to Field Services Technicians and solution partners.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed