Technical Specialist

Teladoc Health is the global virtual care leader, offering comprehensive virtual care solutions spanning primary, mental health, expert medical, devices and licensed platform services. Teladoc Health serves the world's leading insurers, employers, and health systems and helps millions of people around the world resolve their healthcare needs with confidence. Serving over 9 million Canadians, Teladoc Health has been in Canada for more than 20 years and operates in 175 countries worldwide.

Canada Technology Specialist is responsible for providing hardware and software technology implementation and ongoing support to ensure the needs of the Canadian business and external clients are met. This role requires organization and coordination for planning and implementation of technology initiatives, passion for providing friendly, timely and professional customer service, high competence in solving technical issues related to hardware and software, working with internal and external technology support teams, communicating complex technical issues to both technical and non‑technical audiences and a willingness to learn about Teladoc’s proprietary solutions.

This role is key in ensuring the successful, scalable growth of Teladoc Health Canada in providing timely access to high‑quality care to Canadians.

• Hospital and Health System Hardware and Device Procurement, Tracking, Set‑Up, Configuration: support the Clinical Operations in Canada, liaise with international technology teams and interact with external Hospital and Health System clients to manage the set‑up, optimization, and ongoing support of Teladoc Health Telehealth devices, along with other end‑user devices. Serve as lead for procuring, installation and optimization of Teladoc patient care devices and peripherals, and other end‑user devices (laptops, tablets, mobile phones) and communicate expectations and requirements to onsite technical leads.
• Manage end‑to‑end asset tracking including inventory control, assignment and lifecycle monitoring of equipment (including regulatory standing with Health Canada) and resources ensuring accurate documentation of inventory.
• Coordinate with logistics team to ensure on‑time delivery and set‑up of hardware.
• Coordinate with internal and external technical support (including Fleet Ops and TAC) and/or project management on any issue resolution regarding installs prior to device arrival and post‑installation.
• Follow implementation plans as outlined by Clinical Operations Team and communicate any issues or variances.
• Work with external clients to configure firewalls / routers and diagnose networking issues.
• Ensure all technical, clinical, and administrative contacts are documented for ongoing support.
• Set up and configure devices with appropriate software prior to shipment to client sites.
• Work with Product team to ensure software and hardware feedback is relayed in technical detail.
• Optional training and certification as HHS Device Specialist.
• Assist in reducing support load by writing online support materials (FAQs and KBs) and proactively identify improvements to drive adoption; identified as key contributor to content.
• Act as the central point of contact during incidents, ensuring timely communication with stakeholders while coordinating with responsible teams to track progress and ensure resolution.
• Analyze incident context to understand root causes and maintain clear, proactive status reporting throughout the incident lifecycle to stakeholders.
• Track service uptime against defined SLAs during and after incidents, noting any deviations to support transparency and ongoing service improvement.
• Manage multiple high‑visibility customer issues, some of which may be escalated with urgency and properly elevate unresolved issues to appropriate technology teams.
• May require occasional travel to client sites, as required.

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• Bachelor’s degree with applicable major or equivalent demonstrated through a combination of the following: work experience, training, military experience, and/or education.
• 5+ years of…