Technical Support Engineer 2
Core
Front-line technical phone support for customers, field engineers, and sales professionals, resolving Tier 1 issues and troubleshooting complex robotic problems remotely.
Role type
Tier 1 Technical Support Engineer
Builds
Resolution of product performance issues and dispatch of work orders for medical robotic systems
Domain
Medical device / Healthcare technology / Robotics
Deliverable
client delivery
Required skills
Analytical troubleshooting, problem-solving, oral and written communication, CRM database management, system error log analysis, work order dispatching, knowledge of medical device products
Preferred skills
Operating Room protocols, anatomic terminology, Salesforce, Microsoft Office, FDA compliance processes
Technologies
CRM, Salesforce, Microsoft Office
Responsibilities
Answer incoming calls to resolve Tier 1 customer issues, analyze and troubleshoot complex robotic problems remotely, review system error logs and dispatch work orders, author and review Knowledge Base articles, facilitate escalation of technical requests, ensure FDA compliance adherence
Seniority
Mid-level, hands-on IC