Technical Product Support Specialist II

At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.

The Acute Care Technology division of ZOLL Medical Corporation develops and delivers innovative lifesaving products and software solutions to EMS, hospital, public safety, and military customers globally. Products include AEDs, trauma kits, ventilators, temperature management solutions, and more. Our dedicated employees take pride in their commitment to improving patient outcomes while delivering world-class customer service.

Job Type

Remote

Job Summary

At this level, you will handle more complex technical issues, demonstrating a deeper understanding of ZOLL products, networking environments, and technical systems. You will work with greater independence, troubleshooting across multiple products and environments, while contributing to the knowledge base and identifying trends in technical issues. As a Technical Support Specialist II, you will also begin contributing to team problem-solving efforts and offering basic process improvements to enhance technical support operations.

Essential Functions

• Diagnose and resolve complex technical issues, including software and hardware integrations, network configurations, and database troubleshooting.
• Handle more advanced troubleshooting of network and system connectivity problems, providing solutions that address multiple technical environments.
• Collaborate with cross-functional teams for technical support across multiple products, ensuring seamless issue resolution.
• Contribute to the knowledge base, creating and updating articles that address advanced technical issues and solutions.
• Identify trends in recurring technical problems and propose preemptive solutions to reduce future escalations.
• Assist with technical issues that span multiple products, working across product lines with guidance.
• Begin cross-training on additional ZOLL products, expanding technical proficiency across the product suite.

Required/Preferred Education and Experience

• Bachelor's degree in a relevant technical field (e.g., Computer Science, Information Technology) or equivalent professional experience.
• 2-4 years of technical support experience with increasing exposure to complex troubleshooting across multiple products and environments.

Knowledge, Skills and Abilities

• Advanced problem-solving
• Analytical thinking
• Communication skills
• Familiarity in tools like VMware, SQL, and networking basics
• Advanced Technical Skills: Strong problem-solving abilities, with experience in virtual environments and tools like VMware ESX, WebEx, LogMeIn, and progressing SQL skills for intermediate querying and basic database troubleshooting.
• Customer Service: Enhanced ability to provide solutions that meet customer needs and exceed SLAs, demonstrating strong customer communication skills.
• Team Collaboration: Works effectively with cross-functional teams to resolve multi-product technical issues, contributing to shared goals.
• Analytical Thinking: Capable of analyzing technical problems and providing solutions independently for less complex issues, identifying trends and proposing basic improvements.
• Knowledge Contribution: Proactively contributes to knowledge base articles ensuring that insights are shared and solutions documented.
• Proactive Support: Anticipates customer issues based on technical expertise and previous patterns, helping reduce future technical challenges.
• Expanding Product Knowledge: Begins cross-training on additional products within the ZOLL suite, expanding technical proficiency across the ecosystem.
• Inter-Product Support: Assists with technical issues that span multiple products, with oversight, helping to build cross-product expertise.

The pay range for this position is $18-$28 / hourly. Final compensation will be determined by various factors such as a candidate's relevant work experience, skills, certifications, and location.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Constantly
• Talking - Occasionally
• Hearing - Occasionally
• Repetitive Motions - Frequently

ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients' lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.