Technical Support Engineer 2
About The Position
The Technical Support Engineer 2 provides front-line phone support to customers, field engineers, and sales professionals. The role resolves Tier 1 customer issues by understanding customer needs and their environment, troubleshooting technical problems, documenting complaints in the CRM database, and recommending process improvements that support team efficiency and customer satisfaction. The position provides intraoperative and non-intraoperative technical support, analyzes robotic system problems using remote diagnostics, reviews error logs, and supports work-order and case management through the CRM system. Some on-site or in-house service support may be required. The engineer drives product-performance issues through resolution or escalation, supports field engineers, contributes to the Knowledge Base, and ensures processes comply with FDA requirements. The role requires a flexible work schedule, including holidays, and may include ad hoc projects assigned by management.
Requirements
- Effective analytical, troubleshooting, and problem-solving skills.
- Excellent oral and written communication skills and customer service skills.
- Working knowledge of computers and standard software applications.
- Experience providing Tier 1 customer-level support.
- Associate degree or certification in electronics, mechanical, electrical, or biomedical engineering, and/or two years of related job experience.
- At least one year in a Service Engineer role or at least two years of relevant experience in technical support, call center operations, or a similar technical position.
Nice To Haves
- Familiarity with operating room protocols, anatomic terminology, and medical device products.
- Experience in technical support, call center operations, or a similar technical position within medical device or healthcare technology.
- Working knowledge of Salesforce and Microsoft Office.
Responsibilities
- Provide intraoperative and non-intraoperative technical phone support to customers and field personnel, including Sales, Service, and Marketing.
- Learn and apply company policies, processes, procedures, and best practices.
- Analyze and troubleshoot complex robotic problems using remote diagnostics over the telephone.
- Provide on-site or in-house service support when required.
- Review system error logs and summarize findings and recommendations for field service.
- Review auto-generated cases and dispatch work orders as needed through the CRM.
- Author and review Knowledge Base articles according to assigned goals.
- Drive resolution of product-performance issues until a solution is identified and implemented or escalation is determined necessary.
- Support corporate and departmental goals by driving key metrics.
- Facilitate escalation of technical requests from field engineers.
- Create, dispatch, and track work orders in the CRM business system.
- Ensure processes are in place in accordance with FDA compliance.
- Maintain a flexible work schedule, including holidays.
- Complete ad hoc projects assigned by management.
- Accurately document reported complaints in the CRM database and recommend improvements to team processes and customer support.
Benefits
- Market-competitive compensation package including base pay, incentives, benefits, and equity.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
