Technical Support Specialist — Medical Devices

Dexcom, Inc.; New South Wales; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Comprehensive benefits program

Career development

Growth opportunities (global)

Tuition reimbursement

Job summary

Dexcom AMSL/NZMS, part of Dexcom, seeks a Technical Support Specialist to be the first point of contact for patients, families and healthcare professionals seeking guidance and troubleshooting for Dexcom CGM solutions.

You’ll provide empathetic, expert support, guide users through setup and app navigation, document interactions in CRM, and coordinate with internal teams while maintaining regulatory compliance and delivering high customer satisfaction.

Qualifications

• 2–4 years of customer service or healthcare support experience.
• Ability to troubleshoot technical issues across devices and apps.
• Experience with CRM or patient record systems is a plus.
• Willing to work evenings, weekends, and public holidays on a rotating basis.

Responsibilities

• Provide empathetic, knowledgeable support to Dexcom users.
• Troubleshoot technical issues across smartphones, insulin pumps, and other medical devices.
• Guide users through setup, app navigation, and product use via phone and email.
• Document customer interactions accurately in CRM systems and coordinate with internal teams.
• Support product replacements, escalate complaints, and follow up to ensure resolution.
• Liaise with healthcare providers to ensure a seamless and respectful experience.
• Stay current on product updates and participate in ongoing training.
• Ensure compliance with Quality System, regulatory standards, and timely reporting to manufacturers.
• Help maintain Dexcom’s customer satisfaction results through exceptional service delivery.

Skills

Customer service

Communication skills

Technical troubleshooting

CRM experience

Empathy

Healthcare support

Flexible schedule

Team collaboration

Job description

Dexcom AMSL/NZMS, part of Dexcom, seeks a Technical Support Specialist to be the first point of contact for patients, families and healthcare professionals seeking guidance and troubleshooting for Dexcom CGM solutions.

You’ll provide empathetic, expert support, guide users through setup and app navigation, document interactions in CRM, and coordinate with internal teams while maintaining regulatory compliance and delivering high customer satisfaction.