Global Technical Escalation Engineer

Talentify; Dublin (CA); Remote; USD 55,000 - 84,000; Full time

Benefits offered by this job

Medical

Vision

401k Matching

Employee Assistance Programs

Vacation and sick pay

Job summary

ZEISS is seeking a technically proficient professional to provide top-tier support for Field Service Engineers, Affiliates, and Distributors across the US. You will troubleshoot, resolve escalations, and contribute to knowledge base improvements while collaborating with global teams.

The role requires strong communication, 5+ years in field support or escalation, engineering education, and willingness to travel internationally.

Qualifications

• Bachelor's degree in Engineering preferred.
• Minimum of approximately five years' experience as a Field Support Engineer or Technical Escalation Engineer.
• Fluent in English; proficiency in Spanish and German preferred.

Responsibilities

• Provide technical support to Field Service Engineers, Affiliates, and Distributors.
• Resolve escalations and document solutions for the knowledge base.
• Collaborate with global support and engineering teams to fix issues.
• Travel internationally up to ~10% for customer sites and training.

Skills

Field service engineering experience

Remote support

Customer service communication

Troubleshooting and problem solving

Education

BA/BS in Engineering

Tools

Ticketing systems

Remote login tools

Electronics/Optics knowledge

Job description

About this job

About Us:

Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles the ever-changing environments in a fast-paced world, meeting it with cutting edge 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!

Location: This job can be Fully Remote, Anywhere USA. Salary rate based on location.

SF Bay Area: $49.00 - $61.00 + bonus
California: $45.00 - $56.00 + bonus
National US $40.00 - $50.00 + bonus

What’s the role?

Serve as a key technical resource for Field Service Engineers, Affiliates, and Distributors by providing technical support, resolving escalations, and contributing to continuous improvement initiatives for Zeiss Meditec products. This role ensures customer satisfaction through effective troubleshooting, collaboration, and knowledge sharing.

Here’s what you’ll do:

Technical Support

• Act as the primary point of contact for technical inquiries and integration solutions from Field Service Engineers, Affiliates, and Distributors.
• Provide support through ticketing systems, telephone, email, and remote login tools.
• Address escalations on-site at domestic and international customer locations when necessary.
• Assist in managing and resolving complex technical escalations in a timely and effective manner.
• Ensure proper documentation and communication of solutions to stakeholders.
• Work closely with global support and engineering teams to resolve technical issues and address customer concerns.
• Foster cross-functional communication to drive alignment and efficiency.

Knowledge Sharing

• Contribute to the creation and maintenance of a robust knowledge base by documenting resolutions and field issues.
• Provide feedback to Quality and Engineering teams to support continuous improvement initiatives.

ADDITIONAL RESPONSIBILITIES:

Project Support

• Support the Global Service organization with project implementation on an exceptional
• basis or upon special request.
• Act as the service representative in relevant development projects, ensuring alignment with ervice requirements and customer needs.
• Perform additional tasks as requested by the immediate manager to support organizational goals.
• BA/BS in Engineering preferred
• Minimum of approximately five (5) years’ experience as a Field Support Engineer or a Technical Escalation Engineer, preferably within medical device industry.
• High degree of technical proficiency, excellent structured problem-solving skills, and strong analytical abilities.
• Good Experience with electronics, optics, software, adjustment of optical instruments mechanics, personal computers, operating systems.
• Experience with remote support systems.
• Excellent communication and interpersonal skills.
• Experience in collaborating in international project teams as well as readiness to travel internationally.
• Experienced in conducting training courses preferred
• Must have a confident manner and good social and methodological skill.
• Strong verbal and written communication skills. Fluent in English; proficiency in Spanish and German preferred.
• Approximately 10% international travel.

We have amazing benefits to support you as an employee at ZEISS!

• Medical
• Vision
• 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.

Zeiss 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).