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Technical Support Engineer

San Jose, CA
Purpose
As a Technical Support Engineer, you will work with customers and partners to ensure they are delighted with our products and services. In this role, you are a critical part of customers’ satisfaction with VitalConnect and crucial in the retention of customers. You have in-depth knowledge of VitalConnect’s products and services and can effectively support customers in understanding, deploying and using VitalConnect’s products and services.
 
Responsibilities:
  • Provide world-class technical and customer support services to our current and prospective customers and partners
  • Respond to support requests from internal and external customers regarding VitalConnect’s products/services/questions/issues  
  • Maintain a high level of customer satisfaction and delight our customers
  • Achieve and maintain expertise on all VitalConnect products and services
  • Provide professional services to customers as required
  • Participate in product team meetings to provide feedback on support related aspects of the product.
  • Participate in the testing of VitalConnect products and services
  • Work with internal teams, including Sales, Product Management, Quality Assurance and Engineering to help VitalConnect’s products and services better meet customer needs.
  • Work to meet or exceed pre-defined metrics and goals.
  • Adhere to all process and procedures as required by a federally regulated company
Education
  • Bachelor’s degree required, preferably in a technical field.
Experience
  • Associate: 0-2 years’ experience
  • Manager: 0-5 years’ experience
  • Senior: 3-8 years’ experience
  • Staff: 5-12 years’ experience
  • Principal: 8-15+ years’ experience
Knowledge and Training May Require:
  • Outstanding interpersonal and relationship-building skills
  • Solid writing skills
  • Ability to prioritize, multi-task and perform effectively under pressure
  • Experience in a technical support role for a high-technology product.
  • Experience working in the healthcare medical device/equipment field and working for an FDA-regulated company.
  • Previous experience working with customers who work in clinical environments, desirable.
  • Self-starter and a great customer advocate
  • Careful attention to detail and accuracy
  • Experience in successful startups and willingness to wear many hats
  • Willingness to work outside of normal business hours as required
  • Can be equally effective in the office and working remotely

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