Technical Support Engineer

Nihon Kohden America • Irvine, CA

3d • Remote

About The Position

The Technical Support Engineer (TSE) provides remote technical support to customers using biomedical devices that support heart, lung, and brain function. As the initial point of contact and primary technical resource, the TSE troubleshoots hardware, software, configuration, and network-related issues to help ensure the safe and reliable operation of life-supporting medical devices where uptime and accuracy are critical. The role combines biomedical equipment knowledge with Windows operating system and IT networking expertise to support networked medical devices, software configuration, and system integration.

The position provides support in a 24x7x365 environment and requires effective customer communication, efficient resolution of complex technical issues, and compliance with applicable healthcare regulations, quality standards, company policies, procedures, and business ethics codes. The role works with customers and internal teams, including quality, product engineering, marketing, sales, and service.

This is a full-time remote position. Regular hours are eight hours anytime between 6:00 a.m. and 6:00 p.m. PST, Monday through Friday, unless otherwise stated by the department manager. Occasional night-shift support and weekend on-call rotation are required; holiday, weekend, and evening work may also be required. Reliable high-speed internet at the employee’s work location is required. Travel is approximately 10%, and access to customer sites is not required. The role may involve reaching, bending, stooping, squatting, crawling, kneeling, pushing, pulling, lifting and carrying up to 20 pounds, finger dexterity, repetitive motions, standing, walking, sitting, hearing, visual acuity, and color vision.

Requirements

• Bachelor’s degree in Biomedical Engineering, Computer Science, Biological Sciences, Information Technology, or a related discipline; relevant education and experience may be accepted in lieu of a degree.
• At least 2 years of experience in customer service-related roles.
• Strong knowledge of Microsoft Windows operating systems.
• Ability to communicate verbally and in writing in English and to receive and understand verbal and written instructions in English.
• Ability to work effectively independently and in a collaborative team environment.
• Customer-focused approach and commitment to timely, effective issue resolution.
• Technical troubleshooting and root cause analysis skills.
• Ability to explain complex technical concepts clearly to non-technical users.
• Ability to manage time and prioritize competing demands in high-urgency environments.
• Initiative and ownership of support tickets through resolution.
• Ability to build effective cross-functional relationships with engineering, quality, and service teams.
• Reliable high-speed internet access at the employee’s working location.
• Ability to provide occasional night-shift support and participate in weekend on-call support rotation; holiday, weekend, and evening work may be required.

Nice To Haves

• Relevant certification such as CBET, R. EEG T., or CompTIA A+, or equivalent knowledge.
• Technical support experience.
• Experience using or supporting biomedical equipment, medical devices, or complex technical systems.
• Experience working in hospital IT environments.

Responsibilities

• Provide remote technical support for patient monitoring systems, ventilators, neurology devices, and related products in a 24x7x365 environment.
• Resolve routine through moderately complex tickets and appropriately escalate challenging issues.
• Serve as the primary point of contact for customers, including biomedical engineers, health care technicians, physicians, and IT professionals.
• Diagnose and resolve hardware, software, and configuration issues using documented troubleshooting processes and creative problem solving.
• Assist customers with system configuration, software updates, and interoperability issues.
• Troubleshoot Windows-based software applications and proprietary embedded operating systems used in medical devices.
• Support medical-device network connectivity, including issues involving Active Directory, TCP/IP, VLANs, group policies, and network storage.
• Represent the voice of the customer to internal stakeholders such as quality, product engineering, and marketing teams.
• Partner with sales representatives to strengthen customer relationships.
• Proactively communicate with customers regarding inquiries, service requests, and escalations.
• Adhere to company policies, procedures, and business ethics codes.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level