Connected Care Support Specialist

Cochlear•Lone Tree, CO

7d•Hybrid

About The Position

Cochlear is seeking a Connected Care Support Specialist to join its North American software support team. The role provides advanced technical support to clinics and professional partners using Cochlear fitting software, programming hardware, and Connected Care services. The specialist serves as a subject matter expert for Remote Care, SmartNav, and Cochlear Link workflows, investigates complex software issues, tests software releases, and develops standardized troubleshooting and training resources. Success is measured by timely resolution of technical issues, operational reliability of Connected Care services, accurate and compliant documentation, and continuous improvement of support processes. The role collaborates with regional and global software developers, IT teams, complaint teams, customer support teams, and professional partners. It is a hybrid position based at Cochlear’s Lone Tree, Colorado location, with a minimum of three days in the office.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field.
Strong understanding of software architecture, network configurations, protocols, security, firewalls, and shared-database connectivity.
Experience with SQL and relational databases.
Working knowledge of Windows, Linux, and macOS operating systems.
Ability to independently analyze complex technical issues, develop solutions, and clearly document troubleshooting steps and outcomes.
Proven technical customer service and communication skills.
Ability to collaborate effectively in a global, cross-functional, and matrixed environment.

Nice To Haves

3–5 years of help desk, software support, or technical customer service experience.
Experience creating SOPs and managing knowledge bases.
Familiarity with Microsoft Azure, Amazon Web Services (AWS), or Google Cloud Platform (GCP).

Responsibilities

Provide advanced installation, configuration, networking, database, and troubleshooting support for Cochlear fitting software, programming hardware, and Connected Care services.
Document customer interactions and resolutions in the appropriate systems.
Identify, investigate, and escalate critical software issues and trends through quality management processes.
Partner with regional and global teams to gather technical information, validate solutions, and communicate timely updates.
Lead operational and technical support for Remote Care, SmartNav, and Cochlear Link workflows.
Resolve recurring account, system, and process challenges and recommend improvements to efficiency and user experience.
Develop and execute software testing protocols, document results and recommendations, and maintain SOPs and knowledge resources.
Train or mentor team members on systems, processes, and professional customer support.