[Hiring] Technical Product Support Specialist II @ZOLL Medical Corporation

Role Description

As a Technical Product Support Specialist II, you will handle more complex technical customer inquiries and provide advanced support for specific ZOLL enterprise products. You will manage issues with greater independence, using advanced troubleshooting skills and collaborating across teams or other departments when resolving multi-product or system-specific issues.

• Manage advanced troubleshooting for assigned ZOLL enterprise products, using analytical skills to identify root causes of technical issues, adhering to ZDM for complete documentation in Salesforce.
• Handle complex technical issues independently, escalating only critical or unresolved problems to senior team members or CSO teams as necessary, using Atlassian Jira Service Desk for handoffs.
• Collaborate with other CSO teams or departments to address technical issues that span across multiple products or systems.
• Contribute to the knowledge base, creating and updating articles with solutions to complex technical problems.
• Identify technical trends through customer case analysis, proposing preventative support initiatives to reduce recurring issues.
• Take a proactive approach by recognizing potential technical challenges and addressing them before they escalate.
• Cross-train on additional technical components within the suite, gaining a broader understanding of the ZOLL product ecosystem.
• Facilitate incident management processes, coordinating team responses to ensure timely resolution of high-priority technical cases or outages.
• Optimize hybrid meeting structures and remote team productivity guidelines.
• Adhere to customers’ preferred contact methods and monitor technical bugged cases in Pending Internal Status on a regular cadence.

Qualifications

• 2–4 years in technical product or customer support, ideally in Enterprise and/or SaaS healthcare software.
• Strong working knowledge of enterprise software components—including SQL Server, networking, VMware, and operating systems.
• Proven ability to identify root causes of complex issues and deliver sustainable technical solutions.
• Exceptional communication and documentation skills, solid problem-solving ability, and a customer-centric mindset.
• Enthusiastic about helping others, thrives in a fast-paced environment, and brings curiosity and resilience to every challenge.
• High school diploma required; a bachelor’s degree or equivalent professional experience is preferred.

Requirements

• Consistently meet or exceed response time goals while resolving moderately complex technical issues.
• Maintain accurate, detailed, and ZDM-aligned case notes in Salesforce.
• Adhere to customer-preferred contact methods and deliver proactive, personalized technical assistance.
• Efficiently route technical issues to the appropriate internal teams using Jira Service Desk and Teams.
• Drive improvements in KM metrics by authoring high-quality content and actively supporting peers.

Benefits

• Remote flexibility or the option to work from our Colorado HQ.
• A collaborative, mission-driven work environment.
• Opportunities for growth, mentorship, and career development.
• Competitive compensation and benefits.
• The pay range for this position is $18-$28 / hourly.