Product Support Specialist II
Core
Provide advanced functional support and troubleshooting for specific cloud-based ZOLL SaaS products used in acute care settings.
Role type
Senior IC product support specialist
Builds
Customer satisfaction and product reliability for EMS, hospital, and public safety clients
Domain
Medical technology / SaaS
Deliverable
client delivery
Required skills
Advanced troubleshooting, root cause analysis, cross-product collaboration, knowledge base documentation, product trend analysis, proactive issue identification
Preferred skills
Cross-training on product suite, preventative support initiative design
Technologies
ZOLL SaaS products, AEDs, ventilators, temperature management solutions
Responsibilities
Provide advanced troubleshooting for assigned ZOLL products; Handle complex issues independently; Collaborate with other teams to address multi-product issues; Contribute to the knowledge base; Identify product trends through case analysis; Take a proactive approach to potential customer challenges
Seniority
Mid-level, hands-on IC