Technical Support Engineer 2

Overview

Technical Support Engineer 2 provides Tier 1 technical phone support for customers and field personnel, including troubleshooting robotic product issues.

What you'll do

• Answer incoming calls and resolve Tier 1 customer technical issues.
• Provide intraoperative and non-intraoperative technical phone support.
• Analyze and troubleshoot complex robotic problems using remote diagnostics over the telephone.
• Review system error logs and provide summaries with recommendations to field service.
• Document complaints in the CRM database, including case reviews and work order dispatch.
• Author and review Knowledge Base articles per assigned goals.
• Drive resolution of product performance issues or escalate when needed.

What you'll need

• Experience providing Tier 1 customer level support.
• Minimum of one year in a Service Engineer role or at least two years of related experience.
• Associate’s Degree or certification in electronics, mechanical, electrical, or biomedical engineering, and/or relevant job experience.
• Effective analytical, troubleshooting, and problem-solving skills.
• Excellent oral and written communication and customer service skills.
• Working knowledge of computers and standard software applications, preferably Salesforce and Microsoft Office.
• Experience with call center operations or a similar technical position (as part of the 2+ years of relevant experience).

Details

• Location: Dallas, TX, United States.
• Some on-site or in-house service support may be required.
• Flexible work schedule, including holidays.