Tier 2 Technical Support Engineer - Electro-Mechanical Hardware

TruMed Systems Incorporated; San Diego (CA); On-site; USD 70,000 - 95,000; Full time

Job summary

TruMed Systems, Inc. in San Diego, CA (In Office) seeks a Technical Support Engineer to provide Tier 2 support for complex hardware and software issues.

You will collaborate with Tier 1 and Tier 3 teams and contribute to continuous process improvement. Responsibilities include advanced troubleshooting of electro-mechanical hardware and refrigeration systems, escalation handling, customer interactions, and documenting resolutions.

Qualifications

• Minimum 2 years in technical support or a customer-facing role.
• Experience troubleshooting electro-mechanical hardware, refrigeration and control systems.
• Proficiency with Zendesk, Jira, ServiceNow, and Salesforce for ticketing and CRM.

Responsibilities

• Advanced Troubleshooting: Tier 2 support for electro-mechanical hardware, refrigeration, and control systems.
• Escalation Handling: triage and guide Tier 1, escalate to Tier 3 when needed.
• Customer Interaction: communicate via phone, email, and chat with timely updates.
• Mentorship: share troubleshooting best practices with Tier 1 and aid training.
• System Installations & Upgrades: assist with software/hardware installations and configurations.
• Documentation & Reporting: log steps, resolutions, and interactions; contribute to knowledge base.
• Proactive Problem Identification: monitor trends and drive process improvements.
• Customer Education: explain product features and best practices to customers.
• Team Collaboration: work with internal teams and customers professionally.

Skills

Electro-mechanical hardware

Refrigeration systems

Remote support tools

Clear communication

Customer service

Analytical skills

Documentation

Team collaboration

Tools

Zendesk

Jira

ServiceNow

Salesforce

Job description

TruMed Systems, Inc. in San Diego, CA (In Office) seeks a Technical Support Engineer to provide Tier 2 support for complex hardware and software issues.

You will collaborate with Tier 1 and Tier 3 teams and contribute to continuous process improvement. Responsibilities include advanced troubleshooting of electro-mechanical hardware and refrigeration systems, escalation handling, customer interactions, and documenting resolutions.