Technical Support Engineer I

Vision RT Ltd.

7d • $58,000 - $93,000

About The Position

The Technical Support Engineer I (TSE I) is a critical front‑line service role responsible for providing remote phone and technical support to Vision RT customers, Field Service Engineers, and internal teams. This position owns service requests from intake through resolution, manages call flow and ticketing within defined SLAs, coordinates parts and escalations, and resolves issues remotely to minimize system downtime and reduce unnecessary onsite visits. The role directly supports customer satisfaction, service KPI performance, and scalability of the service organization while operating within Vision RT’s Quality Management System, and serves as the entry point to the Technical Support Engineer career development pipeline. This role will report to the Technical Support Supervisor

Requirements

• Previous experience in a technical support, helpdesk, or service desk role
• Exposure to medical devices, healthcare IT, or regulated environments
• Basic understanding of networking concepts (IP addressing, firewalls, VPNs, remote connectivity)
• Experience supporting Windows based systems and software applications
• Familiarity with remote support tools and secure remote access platforms
• Experience working with Field Service Engineers or distributed service teams
• Prior use of AWS call center tools, CRM systems, or service ticketing platforms
• Understanding of software licensing and configuration management
• Exposure to quality systems, complaint handling, or regulated documentation processes
• Ability to work across time zones or rotating support schedules, if required
• Demonstrated interest in technical growth and progression within a support or service organization

Nice To Haves

• Previous experience in a technical team lead, supervisor, or acting‑lead role preferred but not required
• Experience supporting Vision RT products
• Familiarity with Quality Management Systems (QMS), CAPA/NCP processes, or regulated documentation standards
• Experience working closely with Engineering, Product, or Quality teams on escalations or root‑cause analysis
• Exposure to software, firmware, networking, or cybersecurity concepts in a support environment
• Experience developing or improving support processes, workflows, or knowledge base content
• Ability to analyze support trends and metrics to drive continuous improvement initiatives
• Experience supporting global or remote teams across multiple time zones
• Strong conflict‑resolution skills and the ability to manage sensitive or high‑pressure customer situations
• Interest in people development, career progression, and building high‑performing technical teams

Responsibilities

• Provide remote phone and technical support to Vision RT customers as the first point of contact
• Take ownership of customer technical issues from intake through resolution within agreed service levels
• Manage AWS call center duties, including call flow, prioritization, and professional customer communication
• Provide remote technical support and escalation assistance to Field Service Engineers and clinical teams
• Troubleshoot software, hardware, and system issues using approved remote support tools
• Escalate unresolved or complex issues to appropriate internal teams (e.g., senior TSEs and supervisor)
• Coordinate parts requests and liaise with regional service teams to facilitate onsite interventions when required
• Manage service tickets in the CRM/ticketing system, ensuring accurate documentation and timely closure
• Perform licensing activities for software modules and support remote work orders as needed
• Ensure timely and proactive communication with customers and internal stakeholders throughout the service lifecycle
• Support remote resolution of complaints, NCPs, and CAPAs in accordance with quality requirements
• Adhere to Vision RT’s Quality Management System, ensuring service activities meet documentation and compliance standards
• Participate in required office, onsite, and product training to maintain and develop technical competency

Benefits

• The total compensation package for this position may also include other elements, such as bonus or discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits and parental leave), dependent on the position offered.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed