Senior Connected Care Support Engineer

Cochlear

Lone Tree (CO)

Hybrid

USD 73,000 - 81,000

Full time

10 days ago

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Benefits offered by this job

Medical, dental, vision coverage

401(k) with matching

Paid Time Off

Tuition reimbursement

Maternity and paternity leave

Employee Stock Purchase Plan

Pet insurance

Job summary

Cochlear is seeking an experienced technical customer service professional to serve as a subject matter expert for Cochlear fitting software and Connected Care workflows. The role involves advanced software troubleshooting, hardware programming, and cross‑functional collaboration with clinicians and partners from across North America.

You will work in a hybrid setup based in Lone Tree, CO, with a requirement to be in the office at least 3 days a week.

Qualifications

Bachelor’s degree in Computer Science, Information Technology, or a related field.
Strong understanding of software architecture, network configurations, protocols, security, firewalls, and shared-database connectivity.
Experience with SQL and relational databases, plus working knowledge of Windows, Linux, and macOS operating systems.
Ability to independently analyze diverse and complex technical issues, develop effective solutions, and clearly document troubleshooting steps and outcomes.
Proven technical customer service and communication skills, with the ability to collaborate effectively in a global, cross-functional environment.
3–5 years of help desk, software support, or technical customer service experience; knowledge of SOPs and cloud platforms preferred.

Responsibilities

Provide advanced installation, configuration, networking, database, and troubleshooting support for Cochlear fitting software, programming hardware, and Connected Care services; thoroughly document customer interactions and resolutions.
Identify, investigate, and elevate critical software issues and trends through quality management processes; collaborate with regional and global teams to gather data and communicate updates.
Lead operational and technical support for Remote Care, SmartNav, and Cochlear Link workflows, resolving account, system, and process challenges while suggesting improvements.
Develop and execute software testing protocols, document results and improvement recommendations, maintain SOPs and knowledge resources, and train team members.