Connected Care Support Specialist

Cochlear•Lone Tree, CO

8d•$73,000 - $81,000•Hybrid

About The Position

Cochlear is hiring a Connected Care Support Specialist for 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, including Remote Care, SmartNav, and Cochlear Link. The specialist serves as a trusted technical resource and subject matter expert, supporting installation, configuration, networking, databases, and complex software troubleshooting. The role also investigates and escalates critical software issues, supports operational reliability, tests software releases, and develops troubleshooting, training, and knowledge documentation. The specialist collaborates with regional and global software developers, IT, complaint and customer support teams, and professional partners to validate solutions and improve workflows and user experience. Success is measured by effective issue resolution, reliable Connected Care services, accurate and compliant documentation, and continuous improvement of support processes.

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 diverse and complex technical issues, develop effective solutions, and clearly document troubleshooting steps and outcomes.
Technical customer service and communication skills, with the ability to collaborate 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 improvement recommendations, and test new software releases.
Maintain SOPs and knowledge resources, and train or mentor team members on systems, processes, and customer support.