Solutions Reliability Specialist – Post-Deployment System Reliability

Location: Flexible (approximately 50% travel to customer sites required)

About the Role

The Solutions Reliability Specialist is responsible for independently assessing, managing, and improving the reliability of Canopy's deployed safety technology across assigned healthcare customer sites.

Serving as a technical advisor to customers and internal stakeholders, this role evaluates system performance, identifies reliability risks, determines appropriate remediation approaches, and coordinates the resources necessary to maintain effective system operations.

The Solutions Reliability Specialist focuses on technical assessment, analysis, recommendations, and coordination of remediation activities. The role exercises independent judgment in evaluating technical issues, determining priorities, assessing alternative solutions, and recommending the appropriate course of action based on system performance, customer needs, and operational considerations.

Operating with general direction from the Sr. Manager of Deployment Services, the Solutions Reliability Specialist owns assigned investigations and reliability initiatives from initial assessment through validated resolution, engaging additional technical expertise when appropriate.

What You'll Own

System Reliability Assessment & Analysis

• Independently assess the health, performance, and reliability of Canopy systems across assigned Tier 1 and Tier 2 customer sites.
• Conduct comprehensive system health reviews, evaluating network performance, coverage, connectivity, hardware functionality, and potential operational risks.
• Analyze technical findings to identify root causes, emerging trends, and reliability risks that could affect customer operations.
• Apply independent judgment to distinguish between routine technical issues, systemic problems, and situations requiring additional engineering expertise.

Technical Recommendations & Remediation Planning

• Evaluate potential remediation approaches, considering technical effectiveness, operational impact, available resources, and customer requirements.
• Develop remediation plans outlining recommended actions, priorities, technical resources, and expected outcomes.
• Determine the appropriate sequence and coordination of remediation activities within established company guidelines, escalating decisions requiring additional authority.
• Recommend preventive measures and system improvements to reduce recurring issues and strengthen long-term reliability.

Technical Advisory & Customer Partnership

• Serve as a technical reliability advisor to Customer Success Managers and customer stakeholders, providing assessments of system health, identified risks, and recommended actions.
• Translate technical findings into clear, actionable recommendations that help stakeholders understand available options and operational implications.
• Partner with clinical, facilities, and customer technical teams to understand site-specific needs and incorporate those considerations into remediation recommendations.
• Provide informed technical guidance while maintaining alignment with Canopy's established service standards and customer commitments.

Remediation Coordination & Outcome Ownership

• Coordinate implementation of approved remediation plans through Canopy's solution partners, Field Services Technicians, and internal technical teams.
• Provide technical direction and guidance during remediation activities, ensuring alignment with the recommended approach and expected outcomes.
• Independently manage assigned technical investigations and coordinate activities across multiple customer sites or workstreams as needed.
• Assess results following remediation and determine whether additional actions are necessary to achieve expected reliability outcomes.
• Engage directly in onsite technical troubleshooting and system validation when necessary to support investigations and confirm findings.

Continuous Improvement & Knowledge Sharing

• Analyze recurring technical issues and share recommendations for improving system reliability, deployment practices, and remediation processes.
• Document technical assessments, root-cause findings, remediation decisions, and validation results to support consistent decision-making and organizational learning.
• Partner with Engineering, Technical Account Support, Deployment, and Professional Services to identify opportunities for improving customer system performance.
• Provide technical guidance and informal mentorship to Field Services Technicians and solution partners, reinforcing Canopy's standards for quality and professionalism.

What You'll Bring

• 3+ years of experience in field services, technical systems support, hardware deployment, network troubleshooting, or a related technical discipline; experience in healthcare technology preferred.
• Demonstrated ability to independently evaluate moderately complex technical problems, assess alternative approaches, 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 the ability to explain technical findings and recommendations to both 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 when necessary, 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.

What Success Looks Like

• Assigned customer systems maintain reliable performance through proactive identification and resolution of technical risks.
• Technical investigations result in clear assessments, practical recommendations, and effective remediation plans.
• Customer Success and customer stakeholders receive timely, actionable technical guidance.
• Remediation activities are coordinated efficiently, with issues driven through validated resolution.
• Recurring problems are identified and translated into recommendations that improve reliability and deployment practices across Canopy.

If you're excited about the opportunity to lead and shape innovative products, collaborate with a talented team, and make a positive impact on the lives of healthcare workers, we'd love to hear from you. Join us in making a difference and apply now!

The base salary range for this position is $75k - $85k per year, depending on location, experience and qualifications. Canopy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.