Andgo Systems is seeking a Technical Implementation Specialist to be the primary technical expert guiding customers through the implementation and adoption of our solutions. You will ensure seamless onboarding, provide critical support during the hypercare period, and work cross-functionally to turn customer requirements into actionable technical outcomes.

What You'll Do

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.
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.
Deliver tailored technical training and enablement materials to onboard customers effectively.
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 the support team to escalate and resolve critical or highly complex technical issues.
Foster robust cross-functional communication with Product, Engineering, and Customer Success teams.
Act as a key feedback loop for product evolution, consistently providing customer-driven insights on features and enhancement requests to the Product team.
Empower customer self-service success through active contributions to our public-facing documentation and knowledge base articles.
Drive internal efficiency and consistency by contributing to internal documentation and championing support process improvements.
Travel to customer sites in the United States & Canada may be required on occasion (up to 10%) to support implementations, training, or workshops.

What We're Looking For

Diploma or B.Sc 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 behavior 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.

Nice to Have

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.

Technical Stack

UKG (Kronos)
Workforce Management Pro
Infor

Team & Environment

You will report to the Technical Integrations & Support Manager. Our culture is built on principles like doing the right thing, exhibiting a growth mindset, showing your authentic self, innovating & iterating, helping first, and having no ego.