Technical Support Specialist

We are looking for a Technical Support Analyst to provide advanced technical assistance for connected healthcare technology used in hospitals and care environments in San Francisco, California. This contract position focuses on supporting wireless and embedded devices, resolving user issues across hardware, software, and network layers, and helping maintain reliable operation of critical safety and location-based systems. The role is well suited for someone who combines strong customer support instincts with hands-on troubleshooting experience in Windows-based and device-driven environments.

This is a remote, contract opportunity!

Responsibilities:

• Deliver front-line and intermediate technical support for healthcare clients using connected safety, tracking, and device-based solutions
• Diagnose and resolve issues involving Windows systems, embedded devices, wireless connectivity, software behavior, and peripheral hardware
• Manage incoming service desk requests, prioritize incidents appropriately, and follow cases through to completion
• Support remote troubleshooting sessions with end users by guiding configuration changes, diagnostics, and corrective actions
• Monitor reported performance concerns and investigate system reliability issues across deployed customer environments
• Record support activity thoroughly, including problem details, steps taken, outcomes, and recommended follow-up actions
• Partner with internal technical teams to escalate complex incidents and help drive timely resolution
• Contribute to product learning, support readiness, and knowledge-sharing efforts for specialized healthcare and IoT platforms
• At least 3 years of experience in technical support or product support roles
• Experience supporting network connected devices, IoT, RTLS, and healthcare technology
• Experience configuring and/or troubleshooting SAML/SSO integrations, including IdP configuration, metadata strongly preferred
• Hands-on experience working with service desk tickets in a customer-facing support setting
• Ability to troubleshoot hardware, software, connectivity, and basic networking issues methodically
• Proficiency supporting Microsoft Windows environments, including Windows 10 troubleshooting
• Experience supporting embedded or connected devices in operational environments
• Strong written and verbal communication skills with the ability to assist both technical and non-technical users