Technical Support Engineer, Level 2

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

📋 Description

• Deliver first-line telephone assistance to customers, field engineers, sales representatives, and other personnel in the field.

• Respond to incoming calls and address Tier 1 customer inquiries.

• Accurately document reported issues in the CRM database.

• Analyze and troubleshoot intricate robotic issues using remote diagnostics via telephone.

• Offer both intraoperative and non-intraoperative technical phone support.

• Examine system error logs and present findings and recommendations to field service teams.

• Review automatically generated cases and manage work orders through the CRM system.

• Write and evaluate Knowledge Base articles.

• Drive resolution of product performance issues or escalate as necessary.

• Manage the escalation of technical requests from field engineers.

• Create, dispatch, and monitor work orders within the CRM business platform.

• Ensure that processes adhere to FDA regulations.

• Enhance team efficiency, customer satisfaction, and meet corporate or departmental metrics.

• Provide occasional on-site or in-house support as needed.

• Complete ad hoc projects assigned by management.

⛳️ Requirements

• Strong analytical, troubleshooting, and problem-solving capabilities.

• Knowledge of Operating Room protocols, anatomical terminology, and medical device products is advantageous.

• Exceptional verbal and written communication skills, along with excellent customer service abilities.

• Proficient in using computers and standard software applications, ideally Salesforce and Microsoft Office.

• Experience in providing Tier 1 customer support.

• An Associate's Degree or certification in electronics, mechanical, electrical, or biomedical engineering, and/or two years of relevant work experience.

• At least one year in a Service Engineer role or a minimum of two years of applicable experience in technical support, call center operations, or a similar technical role.

• Preferred experience in medical devices or healthcare technology.

• Flexible working hours, including availability during holidays.

• Current proof of vaccination against certain diseases, including COVID-19, may be necessary.

• Must comply with U.S. export-control regulations, which may include export licensing or a Technology Control Plan.

🏝️ Benefits

• Opportunity for remote work; employees are required to be onsite only when requested by management.

• Competitive base salary, incentives, benefits, and equity options.

• Reasonable accommodations available for qualified individuals with disabilities.

• Commitment to equal employment opportunity and protections against discrimination.