Remote New

Technical Product Support Specialist II

ZOLL Resuscitation
United States, Colorado
Jun 25, 2025
Acute Care Technology Technical Product Support Specialist II - June 2025 Why Join ZOLL? At ZOLL Data Systems, we're on a mission to save lives and improve clinical outcomes through advanced Enterprise and SaaS technology for EMS, hospital, and billing organizations. As a Technical Product Support Specialist II, you will handle more complex technical customer inquiries and provide advanced support for specific ZOLL enterprise products. You will manage issues with greater independence, using advanced troubleshooting skills and collaborating across teams or other departments when resolving multi-product or system-specific issues (e.g., DB, OS, Networking). This role includes contributing to the knowledge base and proactively analyzing technical trends to drive improvements in customer satisfaction What You'll Do Manage advanced troubleshooting for assigned ZOLL enterprise products, using analytical skills to identify root causes of technical issues (e.g., DB, OS, Networking), adhering to ZDM for complete documentation in Salesforce. Handle complex technical issues independently, escalating only critical or unresolved problems to senior team members or CSO teams (e.g., Software Support, Implementation) or other departments (e.g., Product/R&D, SRE, IT App Hosting, Sales) as necessary, using Atlassian Jira Service Desk for handoffs. Collaborate with other CSO teams or departments to address technical issues that span across multiple products or systems, ensuring seamless cross-product support, using Microsoft Teams or Slack for resource navigation. Contribute to the knowledge base, creating and updating articles with solutions to complex technical problems (KB Create) and sharing insights with the team, linking relevant KB articles (KM Linking %) in Salesforce and Atlassian Confluence. Identify technical trends through customer case analysis, proposing preventative support initiatives to reduce recurring issues, swarming in collaboration channels to enhance reputation as a technical expert. Take a proactive approach by recognizing potential technical challenges and addressing them before they escalate, ensuring compliance with initial response and ANRD. Cross-train on additional technical components within the suite (e.g., SQL Server, VMware), gaining a broader understanding of the ZOLL product ecosystem, using tools like Salesforce and Microsoft Teams. Facilitate incident management processes, coordinating team responses to ensure timely resolution of high-priority technical cases or outages and adherence to SLAs, using Atlassian Jira Service Desk and Microsoft Teams. Optimize hybrid meeting structures and remote team productivity guidelines, using virtual collaboration tools like Microsoft Teams, Slack, and LogMeIn Rescue to maintain technical service excellence. Adhere to customers' preferred contact methods (e.g., Five9, email, LogMeIn Rescue) and monitor technical bugged cases in Pending Internal Status on a regular cadence, ensuring compliance with ANRD and resource engagement What Success Looks Like Timely, Responsive Support: Consistently meet or exceed response time goals (e.g., initial response and ANRD) while resolving moderately complex technical issues with speed and precision. High-Quality Documentation: Maintain accurate, detailed, and ZDM-aligned case notes in Salesforce that ensure clarity, enable effective handoffs, and support team-wide visibility. Customer-Centric Communication: Adhere to customer-preferred contact methods and deliver proactive, personalized technical assistance through channels like Five9, email, or LogMeIn Rescue. Cross-Team Navigation & Escalation: Efficiently route technical issues to the appropriate internal teams (e.g., R&D, SRE, Software Support) using Jira Service Desk and Teams, with appropriate severity classification. Knowledge & Collaboration Leadership: Drive improvements in KM metrics (e.g., KM Linking %, KB Create) by authoring high-quality content and actively supporting peers through swarming in Microsoft Teams and Slack. What You Bring Experience: 2-4 years in technical product or customer support, ideally in Enterprise and/or SaaS healthcare software. Advanced Technical Expertise: Strong working knowledge of enterprise software components-including SQL Server, networking, VMware, and operating systems-allowing for efficient, high-quality technical support and troubleshooting. Analytical Problem Solving: Proven ability to identify root causes of complex issues and deliver sustainable technical solutions, clearly documented using the ZOLL Diagnostic Method (ZDM) for rapid resolution and internal knowledge sharing. Soft Skills: Exceptional communication and documentation skills, solid problem-solving ability, and a customer-centric mindset. Mindset & Values: Enthusiastic about helping others, thrives in a fast-paced environment, and brings curiosity and resilience to every challenge. Education: High school diploma required; a bachelor's degree or equivalent professional experience is preferred. What We Offer Remote flexibility or the option to work from our Colorado HQ A collaborative, mission-driven work environment Opportunities for growth, mentorship, and career development Competitive compensation and benefits Apply Today If you're passionate about making a difference and delivering support that saves lives, we want to hear from you. Join us and help ensure the tools used in critical care never fail the people who rely on them. 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 As a Technical Support Specialist III, you will act as a subject matter expert (SME) within the product support team, providing advanced technical support and leading efforts to resolve complex technical issues, as well as contribute to innovative tooling and monitoring solutions. You will mentor junior staff, collaborate with cross-functional teams, and contribute to product improvements. Essential Functions Take ownership of escalated, high-impact cases and perform root cause analysis to identify and resolve technical challenges. Mentor junior staff in technical troubleshooting and product knowledge, fostering growth and technical expertise within the team. Lead cross-functional efforts to diagnose and resolve multi-product integration issues, working closely with product development and quality assurance. Contribute to product improvements by collaborating with R&D teams, providing feedback based on customer interactions and technical challenges. Actively implement and optimize tools, such as Support Assistant Tools, for data gathering, monitoring, and troubleshooting in hosted environments. Act as a knowledge base approver, ensuring the accuracy and quality of documentation related to technical solutions and recurring issues. Analyze customer data and identify trends affecting product performance, proposing innovative solutions that improve support processes. Required/Preferred Education and Experience Bachelor's degree in a relevant technical field (e.g., Computer Science, Information Technology) or equivalent professional experience. 4-6 years of experience in advanced technical troubleshooting and cross-product issue resolution. Knowledge, Skills and Abilities Skills: Strong problem-solving, analytical thinking, and mentorship skills, with proficiency in tools such as SQL, VMware, and monitoring systems. Expert Technical Knowledge: Demonstrates mastery of advanced troubleshooting and technical issue resolution, including complex SQL querying, database optimization, and understanding of data structures. Complex Issue Resolution: Leads efforts in resolving advanced technical challenges, providing expert-level solutions to escalated cases and mentoring junior staff on best practices. Cross-Functional Team Leadership: Drives cross-functional initiatives that enhance customer support experiences, involving collaboration across teams such as product management, engineering, and quality assurance to resolve complex issues and improve service delivery. Innovation & Creativity: Introduces innovative solutions for improving technical support processes, optimizing tools, and solving recurring technical issues. Advanced Technical Tools: Mastery of tools and systems used for in-depth troubleshooting, monitoring, and analytics, including virtual and cloud environments. Multi-Product Proficiency: Supports multiple products, with an understanding of inter-product dependencies and the ability to resolve integration challenges. Mentorship: Provides technical guidance and mentorship to junior staff, sharing expertise and fostering team growth. 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's 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. 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.