Technical Support Engineer

This is a fully remote position, open to applicants in California.

📋 Description

• Provide remote technical assistance for patient monitoring systems, ventilators, neurology devices, and related products.

• Address routine to moderately complex support tickets and escalate more challenging issues as needed.

• Act as the primary technical liaison for biomedical engineers, healthcare technicians, physicians, and IT professionals.

• Diagnose and resolve issues related to hardware, software, configuration, and network connectivity.

• Assist customers with system configurations, software updates, and interoperability challenges.

• Troubleshoot Windows-based applications and proprietary embedded operating systems utilized in medical devices.

• Advocate for customer needs to quality, product engineering, and marketing teams.

• Collaborate with sales representatives to enhance customer relationships.

• Communicate proactively regarding customer inquiries, service requests, and escalations.

• Comply with company policies, procedures, and business ethics standards.

⛳️ Requirements

• A Bachelor’s degree in Biomedical Engineering, Computer Science, Biological Sciences, Information Technology, or a related field; relevant education and experience may be considered in lieu of a degree.

• At least 2 years of experience in customer service-oriented roles.

• Strong understanding of Microsoft Windows operating systems.

• Must be capable of effective verbal and written communication, and of receiving and comprehending verbal and written instructions in English.

• Ability to work efficiently both independently and within a collaborative team setting.

• Preferred relevant certifications include CBET, R. EEG T., or CompTIA A+, or equivalent knowledge.

• Experience in technical support is preferred.

• Background in using or supporting biomedical equipment, medical devices, or complex technical systems is preferred.

• Experience in hospital IT environments is preferred.

• Familiarity with Active Directory, TCP/IP, VLANs, group policies, and network storage.

• Availability for a 24x7x365 support environment, with occasional night, weekend, and holiday work required.

🏝️ Benefits

• Full-time schedule.

• Opportunity for remote technical support work.

• Occasional night shift support and weekend on-call rotation.

• Potential for holiday, weekend, and evening work hours.

• Approximately 10% travel required.

• Reasonable accommodation may be requested.

• Equal employment opportunity and anti-discrimination protections.