About the position
The L3 Software Support Engineer is responsible for driving maintenance activities for device interfaces. The role aims at researching and determining the root cause(s) for issues, providing technical support remote and on-site as warranted, and completing assigned actions and timeline commitments, working under limited supervision. The role provides technical assistance for the device driver interface complaint handling unit and actively participates in the complaint review board to uphold the desired quality standards of complaint feedback. The role offers technical proficiency for escalations, identifying necessary support for resolving customer issues, and escalating critical matters to Leadership for attention and assistance. The role conducts comprehensive root cause analysis following escalations, instigating corrective measures to prevent the reoccurrence of similar incidents in the future.
Responsibilities
- Offers technical support for the complaint handling unit and contributes to the complaint review board to ensure the desired quality level of complaint feedback.
- Reviews and updates knowledge articles using central knowledge repositories, authors new knowledge articles, and archives outdated ones as necessary, working under limited supervision.
- Provides technical expertise for escalations and determines the required support for resolving customer problems, escalating severe issues to Leadership for awareness and support.
- Conducts thorough root cause analysis post-escalations and initiates corrective actions, preventing the recurrence of similar incidents in the future.
- Collaborates with the market and performance manager to develop and deliver knowledge-sharing sessions, enhancing the skills and expertise of FSE (Field Service Engineers) for faster resolution of customer issues.
- Consults with cross-functional teams regarding suspected security events and develops appropriate action plans for escalated security events and to help assess safety risks and provides inputs for risk mitigation strategies, fostering a proactive approach to safety management.
- Addresses customer product inquiries via telephone, email, or chat sessions, leveraging strong interpersonal skills and in-depth technical product knowledge to provide exemplary customer-centric service.
- Utilizes expertise to troubleshoot issues related to malfunctioning electro/mechanical equipment or software applications, offering informed recommendations for corrective action to ensure prompt issue resolution.
Requirements
- Minimum 3 years of experience in C++ software development.
- Bachelor's/Master's Degree in Computer Science Engineering or equivalent.
- Experience in Technical Troubleshooting, Customer Service preferably in the Healthcare Industry or equivalent.
- Fluent in English.
- Experience with Troubleshooting, Escalation Management, Documentation & Reporting, Root Cause Analysis (RCA), Continuous Improvement, IT Networking, Regulatory Requirements, Engineering Fundamentals, Remote Support Tools & Techniques, Technical Acumen, and Electronics Fundamentals.
Benefits
- Generous PTO
- 401k (up to 7% match)
- HSA (with company contribution)
- Stock purchase plan
- Education reimbursement
