Technical Support Engineer I

Carl Zeiss•Dublin, CA

20d•$40 - $50•Hybrid

About The Position

As a Technical Support Engineer I, you will be the critical link between our cutting-edge technology and our customers' success. You'll provide advanced technical support to end users, Field Sales and Service Representatives, as well as internal ZEISS teams and global partners. Your problem-solving expertise and collaborative spirit will help ensure our products perform at the highest standards, while maintaining a customer-centric approach in every interaction.

Requirements

Bachelor's degree in Computer Science, Information Technology, or related field (Note: Equivalent technical experience may substitute year-for-year)
Minimum of 3 years of experience in a Technical Support Engineer or similar technical role
CompTIA Security+ certification
Strong technical troubleshooting and analytical skills
Experience with basic electronics, mechanics, optics, and personal computers
Proficiency with Microsoft Office Suite
Experience using SAP or CRM systems
Excellent written and verbal communication skills

Nice To Haves

Familiarity with ophthalmic or microscopic equipment
CompTIA Network+ certification
Intermediate knowledge of operating systems (Windows 7 and above)
Strong understanding of networking setups and protocols
Experience gathering and reviewing log files
Additional technical certifications
Knowledge of the ophthalmic industry

Responsibilities

Respond to complex technical inquiries from Field Service Engineers, Sales, Customer Service, Parts, and customers via phone, email, and chat.
Analyze technical requests and resolve customer issues with clear, concise solutions.
Contribute to and maintain the internal technical knowledge base.
Continuously improve your technical knowledge of ZEISS products and services.
Collaborate cross-functionally with Level 2 Support, Product Management, and Quality teams to resolve service-related issues.
Support all applicable ZEISS products within your designated portfolio.
Handle general inquiries with professionalism and redirect misrouted calls when necessary.
Demonstrate professionalism, empathy, and active listening in all customer interactions.
Adapt to evolving departmental processes and embrace continuous improvement.