Technical Support Specialist (Clinical Workflow & Parts Support)

Capsa Healthcare; Portland (OR); On-site; USD 65,000 - 80,000; Full time

Job summary

Capsa Healthcare is seeking a Technical Support Specialist for Clinical Workflow & Parts Support in Portland, OR. You will handle advanced technical cases, document thoroughly, and work with Field Service and Engineering to ensure fast, effective resolutions.

The role supports west coast customers, with work hours 8:00am-5:00pm PST. This is an on-site, full-time position requiring deep product knowledge and strong customer focus.

Qualifications

• Deep technical troubleshooting across complex hardware and/or software systems.
• Structured diagnostic discipline; resolves to root cause rather than symptom.
• Strong written and verbal communication; documents with requisite rigor.
• Sound judgment on escalation, customer risk, and Field Service dispatch.
• Calm presence in high-stakes customer situations.
• Ability to coach peers through case-side guidance without supervisory authority.
• Familiarity with Salesforce / Capsa Connect or equivalent CRM.
• Experience using case management platforms can be a plus.

Responsibilities

• Advanced Technical Troubleshooting (T2 Scope).
• Case Management & Documentation.
• Escalation, Field Service & Engineering Partnership.
• Customer Experience.
• Coaching & Knowledge Contribution.
• Cross-Functional Coordination.
• Other duties or special projects as assigned.

Skills

Tech troubleshooting

Diagnostic discipline

Communication

Escalation judgment

Calm under pressure

Coaching peers

Case management

Salesforce

Capsa Connect

Education

Bachelor's degree

Tools

Salesforce

Capsa Connect

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Technical Support Specialist (Clinical Workflow & Parts Support)

Active - Exempt full-time Full time Portland, OR, US 1 Attachments

Salary Range: $31.25 To $38.50 Hourly

Capsa is welcoming applicants for a Technical Support Specialist. This position is the advanced technical support role within Clinical Workflow & Parts Support. The TSS owns the cases that exceed T1.5 scope: complex troubleshooting, multi-symptom diagnostics, repeat-issue resolution, and cases requiring deep product knowledge. This role is the technical anchor of the frontline support model. The TSS is expected to resolve cases without defaulting to Field Service or Engineering, document with the rigor required for product feedback and quality reporting, and coach the TSG layer through case-side guidance and knowledge contribution. The TSS operates with strong judgment on escalation, customer risk, and cross-functional trade-offs, and reinforces the standards that make Capsa Service a market differentiator.

This position will be supporting west coast customers and must be available to work between 8:00am-5:00pm PST.

As Capsa’s Technical Support Specialist, your contributions to the team will include the following:

PURPOSE

• Resolve complex technical cases at the frontline, reducing dependence on Field Service dispatch and Engineering escalation.
• Provide the technical depth the TSG layer relies on for coaching, knowledge, and case-side guidance.
• Drive down repeat issues and time-to-resolution through disciplined diagnostics and documentation.
• Feed clean technical signal into Product, Quality, and Engineering on recurring defects and customer-experience issues.

Summary of Essential Responsibilities

• Advanced Technical Troubleshooting (T2 Scope)
• Case Management & Documentation
• Escalation, Field Service & Engineering Partnership
• Customer Experience
• Coaching & Knowledge Contribution
• Cross-Functional Coordination
• Other duties or special projects as assigned

Success Measures

• TTTR (time to technical resolution)
• First contact resolution within T2 scope
• Repeat-issue rate on assigned product lines
• Field Service dispatch rate on cases owned by the TSS
• Escalation quality and timeliness into Engineering / Product
• Aged case count and aged-case reduction
• Customer feedback on personal interactions
• Knowledge base contributions
• Coaching impact on TSG team members

What we ask of you:

Qualifications:

• Deep technical troubleshooting skill across complex hardware and/or software systems.
• Structured diagnostic discipline; resolves to root cause rather than symptom.
• Strong written and verbal communication; able to document with the rigor that product, quality, and complaint workflows require.
• Sound judgment on escalation, customer risk, and Field Service dispatch.
• Calm presence in high-stakes customer situations.
• Ability to coach peers through case-side guidance without holding supervisory authority.
• Comfort working in a case management system (Salesforce or equivalent) at an advanced level.
• Strong follow-through; impatient with aged cases and avoidable rework, patient with learners.

EDUCATION and/or EXPERIENCE

• BA / BS preferred
• Multiple years in technical support, field service, or technical service engineering.
• Experience in medical device, regulated, or clinically adjacent service environments.
• Demonstrated progression through tiered support (T1 → T1.5 → T2) or equivalent.
• Experience contributing to knowledge management, training content, or SOP development.
• Experience partnering with Engineering, Product, and Quality to resolve issues.
• Familiarity with Salesforce / Capsa Connect or equivalent CRM and case management platforms.

EEO Employer, including Veterans and Individuals with Disabilities

Attachments (1)

Technical_Support_Specialist_CW_Parts_2026.pdf