Technical Support Engineer 2

Description

The Technical Support Engineer 2 (TSE II) raises customer satisfaction by giving advanced technical support, leading implementation work, joining projects, and advising on Digital Central Monitoring Unit (Digital CMU) solutions. You work with internal project teams and customer stakeholders on implementations, upgrades, migrations and other project work, helping Digital CMU products and services get deployed, adopted and supported over time.

As a senior technical resource, you guide and support remote and onsite Field Engineers (FEs), Client Service Technicians (CSTs), customer technical staff, clinical staff, peers and customers dealing with system performance problems. You are the main escalation point for service issues across Digital CMU software, hardware, networking, infrastructure and integration components.

You are part of a shared 24x7x365 support model, handling hard software, hardware and network troubleshooting, incident management and technical consultation. In day-to-day support you work closely with customer IT teams, clinical users, company resources and Field Engineers to solve complex problems, tune system performance and build long-term customer success.

Responsibilities

• Give advanced remote support for company software and customer hardware, coaching customers and field teams on factors such as antivirus software, Cisco networking, Citrix, Microsoft technologies and third-party infrastructure.
• Run customer escalation meetings, set clear engagement plans and push issues to resolution through the right escalation paths.
• Use advanced diagnostics and remote tools to shorten case times and improve Time to Repair (TTR).
• Act as a recognised expert on complex issues spanning software, hardware, networking, cloud, virtualisation and integration.
• Lead or support customer implementations, upgrades, migrations, system expansions and related projects, including technical direction.
• Join project planning, technical reviews, testing, validation and go-live support.
• Work with project managers, implementation teams, field staff and customer stakeholders to deliver projects successfully.
• Spot technical risks that could affect timelines, performance or customer outcomes, then communicate them and help reduce them.
• Travel onsite across the United States and Canada for implementations, upgrades, migrations and go-lives when needed.
• Act as the senior technical contact for service escalations and coordinate corrective action plans with customers, leadership and cross-functional teams.
• Drive productivity work and act as a change agent for serviceability, reliability, quality, trend analysis and new product introduction (NPI).
• Identify, lead and roll out process and troubleshooting improvements that make service delivery more effective.
• Analyse recurring issues and quality trends, then work with engineering and product teams on corrective actions.
• Write, approve and publish Knowledge Management (KM) content that gives Field Engineers and Technical Support Engineers more solutions.
• Suggest ideas and join continuous improvement efforts for productivity tools, service readiness and support quality.
• Keep current on company products, service processes and diagnostic tools so you remain a trusted adviser.
• Work with Service Engineering, Product Engineering, Development, Quality and onsite engineering to improve product quality, serviceability and escalation outcomes.
• Contribute to new product development, service readiness, diagnostic tools, feature changes and product quality.
• Represent Technical Support in design reviews, service readiness work and product lifecycle initiatives as required.
• Coach and mentor TSE I staff, onsite engineers and peers on technical and customer-facing skills.
• Often serve as a Subject Matter Expert (SME) for company software, technologies and support processes.
• Lead or co-lead project teams on serviceability, reliability, quality trends, productivity programs and NPI support.
• Keep case notes, troubleshooting records, technical findings and customer communications timely, accurate and complete, meeting all process and quality rules.
• Manage your case flow and backlog so customers get focused support and fast resolution.
• Follow all departmental service processes, documentation standards and quality requirements.
• Provide support in a 24x7x365 customer care setting to keep customers satisfied and issues resolved quickly.
• Build and maintain strong working relationships with customer technical teams, clinical staff, project stakeholders and internal partners.
• Support customer success through proactive updates, technical advice and ongoing service improvement.

Requirements

• Five years as a Technical Support Engineer I (TSE I), or at least five years as a Field Engineer II and/or III, or equivalent outside experience giving advanced support on comparable systems and technologies.
• Proven expertise supporting company software, Cisco network environments and related customer hardware.
• Proven record in incident management, leading customer escalations and planning technical engagements.
• Proven ability to work independently as a senior escalation resource and recognised SME.
• Advanced skill with remote diagnostic and troubleshooting tools, including CRM systems, Common Service Desktop and other remote support platforms.
• Advanced skill in analysing technical problems, finding root causes and planning corrective actions.
• Strong working knowledge of networking concepts, protocols and troubleshooting methods, and of Cisco networking technologies.
• Strong working knowledge of AWS and cloud-based technologies.
• Strong working knowledge of Citrix, Microsoft operating systems, server technologies and infrastructure.
• Strong working knowledge of Linux, virtualisation platforms, Kubernetes, cloud technologies and monitoring/alerting platforms.
• Strong working knowledge of HL7, interfaces, integration workflows and legacy healthcare technology integrations where relevant.
• Strong working knowledge of customer infrastructure, including servers, storage, networking, cybersecurity and remote access.
• Expert troubleshooting and analysis skills for complex, ambiguous technical problems.
• Clear communication, presentation and facilitation skills with customers and cross-functional teams.
• Confidence leading project discussions, escalation calls and customer-facing technical sessions.
• Experience leading change management, quality improvement, service transformation and productivity work.
• Customer-focused, with a track record of cutting resolution cycle times and improving Time to Repair (TTR).
• Ability to balance customer priorities, project duties and operational support in a busy setting.
• Preferred: a bachelor's degree in Engineering, Information Technology, Computer Science, Networking, Healthcare Technology or a related field.
• Preferred: Cisco certifications (CCNA, CCNP), Microsoft certifications, AWS certifications, Kubernetes or cloud platform certifications, and other relevant vendor-specific certifications.
• Preferred: experience supporting healthcare IT environments, cloud-hosted clinical applications and monitoring solutions.
• Preferred: success taking part in customer implementations, upgrades, migrations and enterprise-scale support.
• Preferred: basic understanding of customer-managed Mobile Device Management (MDM) and Android and iOS devices, including use within hospital Clinical Communication and Collaboration (CC&C) systems such as Epic, Mobile Heartbeat, Vocera, Spectralink and other clinical mobility platforms.
• Preferred: familiarity with Ascom software applications.

Conditions

Remote role that needs a professional home office suited to customer meetings, project calls, troubleshooting and support sessions.

You must keep reliable high-speed internet and a distraction-free workspace.

You take part in an on-call rotation supporting 24x7x365 customer operations.

Fast-paced setting supporting mission-critical healthcare operations and customer care.

Standard hours are 8:00 AM-5:00 PM CST, plus a shared rotation for after-hours, weekend and holiday cover.

Travel across the United States and Canada as needed for implementations, upgrades, migrations, expansions, training, escalations and go-lives, averaging about 4-8 one-week trips per year depending on business needs, project schedules and customer requirements.

Willing to work overtime, on-call, weekends and holidays when required.

Willing to pass a background check covering employment history, criminal history and education, and to take part in drug screening where applicable.

Must be legally authorised to work in the United States with no sponsorship or employment restrictions.

Complete customer and vendor credentialing when needed.

Pay range for US-based roles is $108,000.00-$162,000.00 per year. Offers at or near the top of the range are uncommon, and pay depends on the facts of each case, including skills, qualifications, experience and location.

The company will not sponsor employment visas now or in the future for this opening.

Relocation assistance is not provided.

Equal opportunity applies; COVID-19 vaccination mandates may apply to some employees because of customer requirements.

Application deadline: December 31, 2026.

Benefits

• Possible performance-based incentive pay, which may include cash bonuses and/or long-term incentives (LTI).
• Medical, dental and vision coverage.
• Paid time off.
• 401(k) plan with employee and company contribution options.
• Life, disability and accident insurance.
• Tuition reimbursement.