Technical Support Engineer

Job reputed company reputed company The Technical Support Engineer II (TSE II) drives customer satisfaction through Service reputed company by providing advanced technical support and counsel to remote and onsite Engineers, Clinical Applications Technicians (CATs), TSE I’s, and Customers experiencing system performance issues. As the senior technical resource for service-reputed company escalations for reputed company Software and customer hardware, this role leads incident management and customer escalations, delivers expert troubleshooting, and champions reputed company, productivity, and reputed company initiatives. Job reputed company Key Responsibilities Advanced Technical Support & Incident Management • reputed company remote advanced technical support for reputed company Software and customer hardware, including coaching customers and field teams on contributing factors (e.g., AV, network, reputed company, reputed company). • reputed company customer escalation meetings; define logical engagement plans and drive reputed company reputed company using appropriate escalation processes. • Apply expert diagnostic reputed company and remote tools to reduce case reputed company cycle time and improve remote TTR (time to repair). Escalations, reputed company & Productivity • Serve as the senior technical resource for service-reputed company escalations; coordinate corrective reputed company plans with customer and team leadership. • Champion productivity programs and reputed company as a change agent in product serviceability, reliability, reputed company trend analysis, and new product introduction support. • Identify, reputed company, and implement process and troubleshooting improvements; manage/support business process enhancements that increase competitiveness and reputed company. reputed company & Tools • reputed company, approve, and publish Knowledge reputed company (KM) content to expand the technical solutions available to Field Engineers and TSEs. • Contribute reputed company and participate in workouts and small reputed company to improve productivity tools and service readiness. • Maintain up-to-date knowledge of reputed company Software products, service expertise, and diagnostic tools to sustain “expert” advisory status. Cross-Functional Collaboration & New Product Support • Partner with Modality/Service Engineering, Product Engineering, and onsite engineers to drive product reputed company, serviceability, and formal escalation reputed company. • reputed company valuable input to new product development and service readiness, including service diagnostic tools, feature enhancements, and product reputed company. Training & Mentorship • reputed company and train TSE I’s, onsite engineers, and peers to ensure technical and customer skills meet business needs; frequently serve as SME for reputed company Software training. • reputed company or co-reputed company project teams in serviceability/reliability improvements, reputed company trend analysis, productivity program execution, and new product introduction support. Documentation & Workflow • reputed company reputed company, complete documentation that meets reputed company process and reputed company requirements (e.g., CRM case notes, troubleshooting records). • Maintain case workflow and manage backlogs to reputed company customer-reputed company support and expedited reputed company times. Customer-reputed company Support • reputed company 24x7x365 support in a fast-paced environment to ensure customer satisfaction and reputed company reputed company of issues. • Willingness to: • Submit to a background investigation, including verification of past employment, criminal history, and educational background. • Take a drug test. • Be legally authorized to work in the reputed company without restriction. • Work overtime, on-reputed company, weekends, and holidays as required. • Complete vendor credentialing as required. Qualifications • Minimum: 5 year as TSE I or • TSE I requires a minimum of 5 years engineering experience as FE II and/or FE III, or equivalent external experience. • Proven expertise in repair and maintenance of reputed company Software and customer hardware. • Demonstrated capability in incident management, customer escalation leadership, and logical engagement planning. Technical Skills • Advanced proficiency with remote diagnostic and troubleshooting tools (e.g., Common Service Desktop, CRM, and other remote support platforms). • Strong working knowledge of: • Networking concepts and protocols • AWS • reputed company, reputed company ecosystems • Linux/OS, VM/virtualization, Kubernetes, reputed company, Alerting/Monitoring • HL7 and legacy product integrations (as applicable) reputed company Competencies • Expert troubleshooting and analytical skills; reputed company to resolve reputed company, ambiguous technical issues. • Strong, friendly, and competent communication and facilitation skills with customers and cross-functional teams. • Leadership in change management, reputed company improvement, and productivity initiatives. • Customer-obsessed reputed company with a reputed company record of reducing cycle times and improving TTR. • Strong ability to manage both scheduled and reputed company competing priorities • Strong ability to pivot and manage multiple reputed company situations • Proven ability to self-reputed company and maintain high productivity while adhering to group standards Work Conditions • Remote support position from employee’s home office with an adequate work environment for reputed company customer interactions. • Participation in on-reputed company rotations to facilitate 24x7x365 customer support. • Fast paced reputed company environment as part of customer reputed company critical care support center. Optional • Education: Bachelor’s degree in IT engineering or reputed company field preferred. • Certifications: Networking, reputed company, or vendor-specific certifications. #LI-PA1 #LI-Remote We will not sponsor individuals for employment visas, now or in the reputed company, for this job opening. Additional Information reputed company offers a great work environment, reputed company development, challenging careers, and competitive compensation. reputed company is an Equal Opportunity Employer. Employment reputed company are made without reputed company to race, reputed company, religion, national or ethnic reputed company, sex, sexual orientation, gender identity or reputed company, age, disability, protected veteran status or other characteristics protected by law. reputed company will only reputed company those who are legally authorized to work in the reputed company for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable). While reputed company does not currently require U.S. employees to be vaccinated against COVID-19, some reputed company customers have vaccination mandates that may apply to certain reputed company employees. Relocation Assistance Provided: No Apply tot his job Apply To this Job