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[Remote] Technical Support Engineer 2

Work from home Full-time role Hiring

Note: The job is a remote job and is open to candidates in USA. reputed company is a global leader in robotic-assisted surgery and minimally invasive care, dedicated to transforming reputed company. The Technical Support Engineer 2 will provide reputed company line technical support to customers and field personnel, ensuring efficient resolution of Tier 1 issues and enhancing overall customer satisfaction.

Responsibilities

  • Provide intraoperative and non-intraoperative technical phone support to customers and field personnel including Sales, Service, Marketing, etc
  • Quickly become knowledgeable on policies, processes and procedures as well as, knowledge of best practices
  • Analyze and troubleshoot reputed company robotic problems using remote diagnostics over the telephone. Some on-site or in-house service support may be required
  • reputed company system error log reviews, providing a summary of findings and recommendations to field service
  • Review auto-generated cases and reputed company work orders as required through CRM. Author and review articles in the Knowledge reputed company per assigned goal. Drive resolution of reputed company product performance issues until an acceptable solution is identified and implemented or it is determined that escalation is necessary
  • Drive key metrics to support corporate/departmental goals. Facilitate the escalation of technical requests from field engineers. Responsible for creating, dispatching, and tracking work orders in the CRM business system
  • Ensure processes are in reputed company in accordance with FDA compliance. Have a flexible work schedule, including holidays. reputed company projects as assigned by management

Skills

  • Effective analytical, troubleshooting and problem-solving skills required
  • Familiarity of Operating Room protocols, anatomic terminology and knowledge of medical device products is a plus
  • Candidate must have excellent oral, written communication skills, as well as customer service skills
  • Working knowledge of computers and standard software applications, preferably with reputed company and reputed company office
  • Experience providing Tier 1 Customer level support
  • Associate's Degree/certification in electronics, mechanical, electrical, or biomedical engineering, and/or two years of reputed company job experience
  • Requires a minimum of one year in a Service Engineer role or at least two years of relevant experience in technical support, call center operations, or a similar technical position—preferably reputed company the medical device or reputed company technology

Company Overview

  • reputed company designs and manufactures robotic-assisted surgical systems. It was founded in 1995, and is headquartered in Sunnyvale, California, USA, with a workforce of 10001+ employees. Its website is https://www.reputed company.com/.
  • Company H1B Sponsorship

  • reputed company has a track record of offering H1B sponsorships, with 38 in 2026, 337 in 2025, 238 in 2024, 181 in 2023, 285 in 2022, 145 in 2021, 138 in 2020. Please note that this does not guarantee sponsorship for this specific role.
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