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

Role Description

The Acute Care Technology division of ZOLL develops and delivers innovative lifesaving products and software solutions to EMS, hospital, public safety, and military customers globally. This role is fully remote and open to candidates located in any time zone.

• Manage advanced troubleshooting for assigned ZOLL enterprise products, using analytical skills to identify root causes of technical issues (e.g., DB, OS, Networking), 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 (e.g., Software Support, Implementation) or other departments (e.g., Product/R&D, SRE, IT App Hosting, Sales) 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, ensuring seamless cross-product support, using Microsoft Teams or Slack for resource navigation.
• Contribute to the knowledge base, creating and updating articles with solutions to complex technical problems (KB Create) and sharing insights with the team, linking relevant KB articles (KM Linking %) in Salesforce and Atlassian Confluence.
• Identify technical trends through customer case analysis, proposing preventative support initiatives to reduce recurring issues, swarming in collaboration channels to enhance reputation as a technical expert.
• Take a proactive approach by recognizing potential technical challenges and addressing them before they escalate, ensuring compliance with initial response and ANRD.
• Cross-train on additional technical components within the suite (e.g., SQL Server, VMware), gaining a broader understanding of the ZOLL product ecosystem, using tools like Salesforce and Microsoft Teams.
• Facilitate incident management processes, coordinating team responses to ensure timely resolution of high-priority technical cases or outages and adherence to SLAs, using Atlassian Jira Service Desk and Microsoft Teams.
• Optimize hybrid meeting structures and remote team productivity guidelines, using virtual collaboration tools like Microsoft Teams, Slack, and LogMeIn Rescue to maintain technical service excellence.
• Adhere to customers’ preferred contact methods (e.g., Five9, email, LogMeIn Rescue) and monitor technical bugged cases in Pending Internal Status on a regular cadence, ensuring compliance with ANRD and resource engagement.

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—allowing for efficient, high-quality technical support and troubleshooting.
• 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 (e.g., initial response and ANRD) while resolving moderately complex technical issues with speed and precision.
• Maintain accurate, detailed, and ZDM-aligned case notes in Salesforce that ensure clarity, enable effective handoffs, and support team-wide visibility.
• Adhere to customer-preferred contact methods and deliver proactive, personalized technical assistance through channels like Five9, email, or LogMeIn Rescue.
• Efficiently route technical issues to the appropriate internal teams (e.g., R&D, SRE, Software Support) using Jira Service Desk and Teams, with appropriate severity classification.
• Drive improvements in KM metrics (e.g., KM Linking %, KB Create) by authoring high-quality content and actively supporting peers through swarming in Microsoft Teams and Slack.

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.