Technical Support Engineer, Tier 2

Brightree • Peachtree Corners, GA

1d • $33 - $49

About The Position

Brightree is a wholly owned subsidiary of ResMed (NYSE: RMD, ASX: RMD). When you work at Brightree, it’s more than just a job. You’ll be part of a team that’s driving innovation and leading the way in cloud-based patient management software. The technology allows us to provide the tools for better outcomes but at our heart, we’re really about people. We strive to positively impact our customers’ businesses and the lives of patients every single day. The primary role of Technical Support function is to provide technical & engineering support to customers, support agents & internal teams. Key deliverables include taking ownership of customer queries on ResMed products, researching solutions and promptly responding while maintaining the highest level in quality. Provide post-design support and repair of ResMed products, investigate device failures, upgrading the systems, product maintenance & testing.

Requirements

• 2+ years of work experience, preferably in a healthcare software environment
• Must demonstrate an ability to learn complex business software and master best practice use of the software
• Must have excellent attention to detail and the understanding of how to investigate and trouble-shoot software issues and find workarounds to those issues
• Must have strong technical skills, including an ability to understand complex SQL syntax for investigating software issues and making changes to data
• Strong analytical capabilities, data analysis techniques and common database query skills
• Strong commitment to quality and ability to work closely and communicate effectively with software engineers and product managers
• Strong interpersonal and communication skills
• Proficient in the Windows operating system
• Ability to manage multiple concurrent priorities and meeting deadlines
• Bachelor's Degree or Equivalent Experience
• 2+ years of SQL experience, preferably in SQL Server
• Basic understanding of the DME industry
• Basic understanding of medical billing
• Call center experience
• Customer Support

Nice To Haves

• Experience working in a SaaS model a plus

Responsibilities

• Triage and prioritize escalated customer cases from the Customer Support team
• Communicate with customers to precisely define software cases
• Use SQL server database queries and scripts to gather detailed information on customer support cases
• Identify and provide workarounds for customer cases whenever possible
• Design, test and implement data scripts
• Communicate case resolutions to customers
• Provide best practice direction on software use to help users avoid recurrence of cases
• Document software defects using defect tracking system and report defects to software engineers

Benefits

• comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance
• Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees