Remote Healthcare Tech Support Engineer

Beacon-Biosignals; Cleveland (OH); Remote; USD 44,000 - 51,000; Full time

Job summary

Beacon Biosignals is seeking a Customer Experience Specialist to join the remote US-based team. You will blend frontline customer support with hands-on technical troubleshooting across Beacon’s software, devices, and healthcare workflows, collaborating with clinicians, customer IT teams, and internal engineers.

The role emphasizes problem-solving, ownership, and clear communication, with high-volume support and travel up to about 20% as needed. Base hourly rate is $33.65 per hour.

Qualifications

• 3+ years of professional experience, incl. 2+ years direct technical support to external customers or healthcare users.
• Direct customer-facing technical support via phone, video, screen sharing, or similar channels.
• Working knowledge of SQL, including constructing and executing queries.
• Experience in high-volume support with ownership, documentation quality, responsiveness, and follow-through.

Responsibilities

• Serve as a primary point of contact for customers via phone, ticket, email, virtual meetings, and other channels.
• Provide coverage in a high-volume support environment while balancing responsiveness and thorough investigation.
• Own issues from initial contact through resolution, including frontline support and complex problems.
• Independently troubleshoot Beacon software, medical devices, user accounts, and customer computing environments.
• Collaborate with customer IT teams to investigate barriers and move issues toward resolution.
• Reproduce reported behavior, gather logs, document steps, and distinguish customer-environment issues from product defects.
• Use SQL, data, logs, and system information to investigate problems beyond scripted troubleshooting.
• Engage Tier 2, Product, Engineering, or Systems Integration teams when deeper access or expertise is required.
• Provide clear reproduction steps, evidence, and context to aid resolution.
• Be flexible: answer phones, assist with account access, provisioning, devices, and ordering workflows.
• Develop understanding of Beacon's products and environments to troubleshoot effectively without software development duties.
• Translate technical concepts for nontechnical users and align customer workflows with internal processes.
• Identify recurring issues and contribute to scalable solutions and knowledge resources.
• Support onboarding, training, demonstrations, and account follow-ups as needed.
• Provide product/engineering feedback to improve systems and customer experience.

Skills

Customer-facing communication

Technical troubleshooting

Remote collaboration

Time management

Documentation

Education

Associate's degree (AA/AS) or higher in IT/Healthcare tech

Bachelor's degree (BA/BS) in a relevant field

Tools

SQL

CRM systems

SaaS/cloud apps

Job description

Beacon Biosignals is seeking a Customer Experience Specialist to join the remote US-based team. You will blend frontline customer support with hands-on technical troubleshooting across Beacon’s software, devices, and healthcare workflows, collaborating with clinicians, customer IT teams, and internal engineers.

The role emphasizes problem-solving, ownership, and clear communication, with high-volume support and travel up to about 20% as needed. Base hourly rate is $33.65 per hour.