Technical Support Specialist-L2 and L3 Support

Job Title: Tech Support /Technical Support Specialist-L2 and L3 Support.

Experience: 6+yrs

Location: Northridge LA, California, USA-Onsite- 5 days per week

Job: Engagement Type: Full-time

Engineer your Career

We are looking for a Senior Software Operations Engineer in our Software Operations Team who has good technical expertise and strong troubleshooting skills with a good understanding of the medical device domain and passion for customer satisfaction.

You will report to our Software Operations Manager and will play a key technical leadership role for the software and quality organization. You perform the troubleshooting and root cause analysis of software complaints for level 2 and level 3 support with close interaction with Field Support Teams and your contribution will impact patients around the world. 

This role involves a blend of software engineering and software operations expertise including deployment, monitoring, troubleshooting, along with leading projects, mentoring junior staff, and collaborating with various teams

We look for team members who are bold inclusive thinkers who create new ideas and bring our best solutions forward to benefit our patients, business partners, and customers. The individual should be self-driven and a strong advocate for seamless customer experience and usability aspects of the product.

A Day in the Life

·       Acquire deep technical knowledge about our software as medical device products.

·       Investigate customer reported issues, provide clear analysis notes and work with other software teams to respond and resolve within agreed time.

·       Report on summary status of field cases and recommended course of actions to resolve.

·       Operate as a “customer advocate” in the software product support lifecycle and feedback the Voice of the Customer back into the Product Team.

·       Collaborate closely with development teams to report problems in software, propose fixes or design changes.

·       Identify opportunities to improve troubleshooting techniques and building diagnostic tools.

·       Understand and communicate application workflow and behavior to assist support teams.

·       Maintain high standard of quality within the team by establishing good practices and habits.

·       Work on initiatives to drive continuously improvements in processes and procedures. 

·       Follow standards defined by the Food and Drug Administration for the medical device industry.

·       Leverage Jira automation for efficient ticket handling as well as generating reports and metrics dashboards with PowerBI integration

Must Have

• Experience in the following areas:
• Critical thinking and problem troubleshooting.
• Experience with Mobile applications and application software.
• Metrics and dashboards with PowerBI
• Experience working with Database
• Scripting and automation
• Automation with Atlassian Tools like Jira
• Good documentation skills
• Python will be ideal. Knowledge of Java json to understand the code will be good to have

Nice to Have

• Experience with MedTetch software solutions and regulatory standards
• Experience with Hypercare processes
• Familiarity with leveraging AI/LLM technologies