Technical Product Support Specialist II
About The Position
ZOLL’s Acute Care Technology division develops and delivers lifesaving products and software solutions to EMS, hospital, public safety, and military customers. The Technical Product Support Specialist II provides advanced technical support for assigned ZOLL enterprise products, diagnosing and resolving complex issues involving areas such as databases, operating systems, and networking. The role documents cases according to the ZOLL Diagnostic Method (ZDM), collaborates across teams to resolve issues, and escalates critical or unresolved problems to the appropriate internal groups. The specialist contributes to knowledge-base content, analyzes customer cases to identify recurring trends, and helps prevent future issues. The position also supports incident management, cross-trains on additional technical components, and uses collaboration and support tools to coordinate customer service and internal handoffs. The role is fully remote and open to candidates in any time zone, with the option to work from ZOLL’s Colorado headquarters.
Requirements
- Two to four years of experience in technical product or customer support.
- Strong working knowledge of enterprise software components, including SQL Server, networking, VMware, and operating systems.
- Ability to troubleshoot complex issues, identify root causes, and deliver sustainable technical solutions.
- Ability to document technical investigations clearly using the ZOLL Diagnostic Method (ZDM).
- Strong communication and documentation skills.
- Problem-solving ability and a customer-centric mindset.
- High school diploma required.
Nice To Haves
- Experience supporting enterprise and/or SaaS healthcare software.
- Bachelor’s degree or equivalent professional experience.
Responsibilities
- Troubleshoot assigned enterprise products and identify root causes of technical issues involving databases, operating systems, networking, and other components.
- Manage complex technical issues independently and escalate critical or unresolved cases to senior team members, CSO teams, or other departments as appropriate.
- Document cases in Salesforce in accordance with the ZOLL Diagnostic Method (ZDM), including complete case notes and handoff details.
- Collaborate with internal teams to resolve technical issues that cross products or systems.
- Create and update knowledge-base articles about complex technical problems and link relevant articles in Salesforce and Confluence.
- Analyze customer cases to identify technical trends and propose preventative support initiatives.
- Proactively identify potential technical challenges and address them before they escalate, while meeting initial response and ANRD requirements.
- Cross-train on additional technical components, including SQL Server and VMware.
- Coordinate incident responses for high-priority cases or outages and support timely resolution in accordance with SLAs.
- Use virtual collaboration tools to support remote team productivity and technical service delivery.
- Follow customers’ preferred contact methods and regularly monitor technical bugged cases in Pending Internal Status.
Benefits
- Remote flexibility or the option to work from the Colorado headquarters.
- Collaborative, mission-driven work environment.
- Opportunities for growth, mentorship, and career development.
- Competitive compensation and benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
