TruMed Systems, Inc.
Technical Support Engineer - Nocturnal
TruMed Systems, Inc., San Diego, California, United States, 92189
Position: Technical Support Engineer - Nocturnal
Company: TruMed Systems, Inc.
Schedule: 8:00 PM 4:00 AM
Overview
The Technical Support Engineer - Nocturnal will provide Tier 2 support for complex hardware and software issues, collaborate with Tier 1 and Tier 3 teams, and contribute to continuous process improvement.
Responsibilities
Provide Tier 2 support for TruMeds electro-mechanical hardware, refrigeration and control systems using advanced diagnostic techniques to resolve problems efficiently.
Act as the point of escalation for unresolved Tier 1 issues; analyze cases, develop solutions, and guide customers or Tier 1 associates; escalate to Tier 3 when necessary.
Communicate with customers via phone, email, and chat, delivering timely updates with empathy and professionalism.
Assist Tier 1 associates by sharing troubleshooting best practices and contributing to the training and development of the Tier 1 team.
Support customers with advanced installations, upgrades, and configuration of TruMeds software and electro-mechanical hardware, ensuring compliance with company standards and customer requirements.
Accurately document troubleshooting steps, resolutions, and interactions in the customer service management system; contribute to knowledge base articles.
Monitor support trends, identify recurring issues, and collaborate with Tier 3 to drive process and product improvements.
Educate customers on product functionality and best practices to ensure optimal use and reduce support needs.
Collaborate with internal teams and customers to maintain professional, timely service delivery.
Qualifications
Associates degree in Engineering/Sciences or related field with at least 2 years of hands-on experience; Bachelors degree may substitute for required work experience.
Desired Experience
Minimum 2 years in technical support or a related customer-facing role, preferably in technology or healthcare environments. Experience troubleshooting electro-mechanical hardware, refrigeration and control systems, and related software. Experience with customer service tools and ticketing systems (e.g., Zendesk, Jira, ServiceNow) and CRM software (e.g., Salesforce). Experience with software installation, configuration, and updates; proficiency with diagnostic tools. Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users clearly and concisely. Strong customer service skills with a professional, friendly, and patient demeanor. Strong analytical skills and the ability to diagnose and resolve technical issues efficiently; critical thinking and calm problem-solving under pressure. Ability to document issues, resolutions, and customer interactions accurately and thoroughly. Detail-oriented with excellent time management and multitasking abilities; able to work independently and as part of a team in a fast-paced environment. Willingness to learn, share knowledge, and contribute to a collaborative team.
Education/Experience
Education: Associates degree in Engineering/Sciences or related field; 2+ years of hands-on experience. A Bachelor's degree may substitute for the required work experience.
Seniority level
Entry level
Employment type
Full-time
Job function
Customer Service
Industries
Wireless Services, Telecommunications, and Communications Equipment Manufacturing
Referrals increase your chances of interviewing at TruMed Systems, Inc. by 2x #J-18808-Ljbffr
Qualifications
Associates degree in Engineering/Sciences or related field with at least 2 years of hands-on experience; Bachelors degree may substitute for required work experience.
Desired Experience
Minimum 2 years in technical support or a related customer-facing role, preferably in technology or healthcare environments. Experience troubleshooting electro-mechanical hardware, refrigeration and control systems, and related software. Experience with customer service tools and ticketing systems (e.g., Zendesk, Jira, ServiceNow) and CRM software (e.g., Salesforce). Experience with software installation, configuration, and updates; proficiency with diagnostic tools. Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users clearly and concisely. Strong customer service skills with a professional, friendly, and patient demeanor. Strong analytical skills and the ability to diagnose and resolve technical issues efficiently; critical thinking and calm problem-solving under pressure. Ability to document issues, resolutions, and customer interactions accurately and thoroughly. Detail-oriented with excellent time management and multitasking abilities; able to work independently and as part of a team in a fast-paced environment. Willingness to learn, share knowledge, and contribute to a collaborative team.
Education/Experience
Education: Associates degree in Engineering/Sciences or related field; 2+ years of hands-on experience. A Bachelor's degree may substitute for the required work experience.
Seniority level
Entry level
Employment type
Full-time
Job function
Customer Service
Industries
Wireless Services, Telecommunications, and Communications Equipment Manufacturing
Referrals increase your chances of interviewing at TruMed Systems, Inc. by 2x #J-18808-Ljbffr