Digital Technical Support Engineer I

ZEISS Group; Dublin (CA); On-site; USD 61,000 - 73,000; Full time

Benefits offered by this job

Medical

Vision

Dental

401k Matching

Vacation and sick pay

Job summary

ZEISS Group seeks a Digital Technical Support Engineer I (DTSE1) to deliver expert technical support for end users, field service engineers, and internal teams. You will solve complex device and software issues, develop documentation, and mentor peers while coordinating cross-functional escalations.

The role emphasizes collaboration across departments to ensure product quality and service excellence, with compensation via an hourly pay range and robust benefits.

Qualifications

• Respond to highly complex technical questions from customers, field service engineers and internal partners.
• Engineer solutions to unique, multi-faceted issues affecting device and software performance.
• Lead ad-hoc teams to coordinate escalations and ensure clear communication with stakeholders.
• Assist with documentation and support for HL7 and third-party medical software integration.
• Mentor peers and contribute to ongoing technical training.

Responsibilities

• Respond to complex technical inquiries with urgency and accuracy.
• Engineer robust solutions to product performance and service issues.
• Develop documentation for products and processes.
• Collaborate with product and quality teams to resolve issues.
• Lead cross-functional escalation teams and coordinate resolutions.

Skills

Technical support

Customer communication

Cross-functional collaboration

Mentoring peers

Problem solving

Tools

HL7 integration

Job description

About Us:How many companies can say they’ve been in business for over 179 years?!Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles the everchanging environments in a fast-paced world, meeting it with cutting edge of technologies and continuous advancements. ZEISS believes that innovation and technology are the key to a sustainable future and solutions for global change. We have a diverse range of portfolios throughout the ZEISS family in segments like, Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology. We are a global company with over 42,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team!What’s the role?The Digital Technical Support Engineer I (DTSE1) will provide expert level technical support to end users (e.g., Consumers, Carl Zeiss Field Meditec Field Sales and Service Representatives), as well as any other Zeiss employee, Affiliate or Distributor to resolve customer needs. These individuals work with other department personnel to ensure current and future products meet all service, quality, and performance requirements in an effective and profitable manner. The DTSE assists with other Technical Support staff of either Device or Software teams. They may assist with on-boarding new hires and peer mentoring, while contributing to the attainment of the Technical Support Center’s service level goals.Sound Interesting?Here’s what you’ll do:Respond to highly complex technical questions and inquiries from Customers, Field Service.Engineers, and other internal customers and partners with an appropriate sense of urgency.Engineer solutions to unique and multi-faceted technical issues impacting product performanceand service.Assist with the development of documentation pertaining to product and process.Assist with engineering and supporting HL7 and other 3rd Party medical device & softwareintegration.Lead ad-hoc teams to address complex escalations that often involve multiple team disciplines, and the coordination of support resolutions, while providing effective communication with all stakeholders throughout each project-level support event.Proactively maintain or improve his/her level of technical expertise on company products and services, especially dedicated supported products.Work cross-functionally with various departments, i.e. product or quality teams, to address or resolve customer or general service issues.Act as a mentor to peers in other work groups as applicable.Do you qualify?Respond to highly complex technical questions and inquiries from Customers, Field Service Engineers, and other internal customers and partners with an appropriate sense of urgency.Engineer solutions to unique and multi-faceted technical issues impacting product performance and service.Assist with the development of documentation pertaining to product and process.Assist with engineering and supporting HL7 and other 3rd Party medical device & software integration.Lead ad-hoc teams to address complex escalations that often involve multiple team disciplines, and the coordination of support resolutions, while providing effective communication with all stakeholders throughout each project-level support event.Proactively maintain or improve his/her level of technical expertise on company products and services, especially dedicated supported products.Work cross-functionally with various departments, i.e. product or quality teams, to address or resolve customer or general service issues.Act as a mentor to peers in other work groups as applicable.Technical TrainingAssist with departmental training needs within the Technical Support Department.The hourly pay range for this position is $44.00 - $53.00.The pay offered for this role may be influenced by factors such as job location, scope of role, qualifications, education, experience, & complexity/specialization/scarcity of talent.This position is eligible for a Performance Bonus.ZEISS also offers robust benefits, including medical plans, retirement savings plan and paid time off.We have amazing benefits to support you as an employee at ZEISS!· Medical· Vision· Dental· 401k Matching· Employee Assistance Programs· Vacation and sick pay· The list goes on!The above is intended to describe the general content of and requirements for this job. It is not to be construed as an exhaustive statement of requirements, duties, or responsibilities. The Company reserves the right to interpret, amend, or otherwise modify, in whole or in part, any job description at any time, at its sole discretion.Your ZEISS Recruiting Team:Jo Anne MittelmanZeiss provides Equal Employment Opportunity without unlawful regard to an Applicants race, color, religion, creed, sex, gender, marital status, age, national origin or ancestry, physical or mental disability, medical condition, military or veteran status, citizen status, sexual orientation, pregnancy (includes childbirth, breastfeeding or related medical condition), genetic predisposition, carrier status, gender expression or identity, including transgender identity, or any other class or characteristic protected by federal, state, or local law of the employee (or the people with whom the employee associates, including relatives and friends).