--- title: 'Technical Account Specialist - West Coast at Canopy Works' canonical: 'https://feeny.ai/job/technical-account-specialist-west-coast-canopy-works-us-west-coast-7pvs3q4fky3j' type: 'job' last_seen: '2026-09-15' --- # Technical Account Specialist - West Coast at Canopy Works - **Company:** Canopy Works - **Location:** US West Coast - **Work type:** remote - **Posted:** 2026-08-11 - **Last confirmed live:** 2026-09-15 - **Apply:** https://job-boards.greenhouse.io/canopyworks/jobs/4362460009 ## Job description The Technical Account Specialist (West Coast) is responsible for resolving customer support tickets and supporting system health across Canopy deployments. This role focuses on technical troubleshooting, issue resolution, and onsite support related to system performance and reliability, not installation or deployment execution. ## Key Responsibilities Customer Support & Ticket Management - Review, triage, and resolve customer support tickets in accordance with defined SLAs - Troubleshoot system health issues related to gateways, nodes, buttons, connectivity, and console performance - Document issues, root cause, and resolution clearly in the ticketing system - Communicate status, findings, and next steps clearly to customers and internal teams - Escalate complex, recurring, or high-impact issues to Engineering or Technical Account Services leadership - Diagnose and resolve customer technical issues, for example: Single Sign On configuration, Network failures and diagnostics, and integration configuration Onsite Technical Support (Non-Install) - Serve as an onsite technical resource for troubleshooting and validation when remote resolution is insufficient - Perform system health checks, diagnostics, and verification of existing infrastructure - Support go-lives and post–go-live stabilization from a support and validation perspective, not install execution - Identify when issues require handoff to Field Services or Implementation and coordinate accordingly Cross-Functional Collaboration - Partner with Field Services to hand off issues that require physical remediation, reinstallation, or infrastructure changes - Work with Customer Success and Implementation to support customer confidence and system stability - Collaborate with Engineering and Product Operations on root cause analysis and long-term fixes - Contribute to internal troubleshooting documentation and support playbooks ## Qualifications - 3–5 years of experience in technical customer support, field support, or technical services - Experience supporting hardware-enabled or networked systems (IoT, RTLS, or SaaS environments preferred) - Strong troubleshooting skills across hardware, software, and connectivity issues - Experience working within ticketing systems and structured support workflows, Zendesk experience is a plus - Comfortable working onsite in customer environments, including healthcare settings, maintains professionalism while in person with customers - Clear, professional written and verbal communication skills 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 $100k-$120k 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. ## About Canopy Works ## Company Overview - **One-liner**: Canopy Works provides a connected safety platform for healthcare workers, using wearable technology and real-time alerts to protect hospital and clinical staff. - **Entity Type**: Private (Series B) - **Headquarters**: Palo Alto, California, United States - **Founded**: 2019 - **Founders**: Shan Sinha (CEO & Co-Founder), Vinay Pulim (CTO & Co-Founder), Hemanth Meenakshisundaram (Chief Scientist & Co-Founder) ## Core Business - **Primary Industry**: Healthcare safety technology - **Target Customers**: B2B – hospitals, health systems, outpatient clinics, and home health services (Enterprise) - **Mission**: “To enhance healthcare worker safety and well-being through reliable, innovative, and ubiquitously connected technology solutions, delivered as a comprehensive, partnership-driven service.” ## Products & Services - **Canopy Connected Safety Platform**: End-to-end managed service integrating wearable safety devices, real-time alerts, and actionable insights. Includes four core solutions: - **Canopy Protect**: Wearable duress button for staff on hospital campuses (indoors and outdoors) - **Canopy Go**: Extends coverage to home health and community settings - **Canopy Find**: Personnel location and tracking (RTLS-based) - **Canopy Track**: Analytics and reporting for safety trends and operational improvements All products are delivered as a full-service offering (hardware, deployment, integration, training, 24/7 monitoring). ## Market Standing - **Valuation/Market Cap**: Not disclosed - **Key Metric**: Total funding raised – **$22M** (Series B closed approximately 5 months prior to search date) - **Notable Investors/Partners**: Not publicly disclosed beyond “partnership with leading health systems” and a team of “veteran Silicon Valley entrepreneurs.” No lead investors named in available sources. - **Growth Signals**: - Protects over **350,000 healthcare workers** across **1,000+ locations** at 60+ leading health systems - Headcount grew **268.4% YoY** to 61 employees (as of mid-2025) - Claims **30% average reduction in assaults** in first 6 months and **75% improvement in staff safety confidence** - Open roles increased 50% monthly (LinkedIn data) ## Competitive Advantages - **End-to-End Managed Service**: Canopy handles everything from design and deployment to ongoing monitoring, reducing burden on hospital staff. - **Healthcare-Specific Design**: Purpose-built for clinical workflows, moving beyond generic panic buttons and legacy RTLS. - **Ubiquitous Coverage**: Reliable hardware works indoors, outdoors, and in community settings (home health). - **Proven Impact**: Published metrics on assault reduction and staff confidence improvement, strengthening ROI for customers. - **Deep Domain Expertise**: Leadership combines experience from Google, Microsoft, Amazon, and Dialpad with clinical understanding. ## Strategic Focus - **Expanding Adoption**: Growing from 60+ health systems to nationwide coverage; emphasis on reducing workplace violence in healthcare. - **Product Innovation**: Developing new solutions (Canopy Go, Find, Track) under the Connected Safety Platform. - **Scaling Team**: Aggressively hiring across engineering, sales, customer success, and marketing to support growth. - **Building Safety Culture**: Moving beyond technology to become a strategic partner for healthcare safety and retention. ## Why Work Here - **Mission-Driven**: Directly contributes to protecting healthcare workers and reducing workplace violence. - **Growth Stage**: Joining a company with 268% headcount growth and strong product-market fit — opportunity for career acceleration. - **Flexible Work**: Many roles are US-remote (Eastern, Central, or West Coast); engineering roles in SF Bay Area or NYC metro (hybrid). - **Culture**: Described as collaborative, purpose-driven, with emphasis on “meaningful impact” and “owning your work.” - **Cross-Functional Exposure**: Small team (~61 people) means engineers and product managers work closely with clinical strategy, sales, and customer success. - **Perks**: Not explicitly listed, but the company offers “comprehensive benefits” (standard for Series B) and a focus on work-life balance. ## Sources 1. [canopyworks.com](https://www.canopyworks.com/) 2. [canopyworks.com/about](https://www.canopyworks.com/about) 3. [LinkedIn – Canopy](https://www.linkedin.com/company/canopy-works) 4. [CB Insights – Canopy](https://www.cbinsights.com/company/canopy-22) 5. 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