[Hiring] Technical Support Specialist @CAPSA SOLUTIONS LLC

Role Description

Capsa is welcoming applicants for a Technical Support Specialist. This position is the advanced technical support role within Clinical Workflow & Parts Support. The TSS owns the cases that exceed T1.5 scope:

• Complex troubleshooting
• Multi-symptom diagnostics
• Repeat-issue resolution
• Cases requiring deep product knowledge

This role is the technical anchor of the frontline support model. The TSS is expected to:

• Resolve cases without defaulting to Field Service or Engineering
• Document with the rigor required for product feedback and quality reporting
• Coach the TSG layer through case-side guidance and knowledge contribution

The TSS operates with strong judgment on escalation, customer risk, and cross-functional trade-offs, and reinforces the standards that make Capsa Service a market differentiator.

As Capsa’s Technical Support Specialist, your contributions to the team will include the following:

• Resolve complex technical cases at the frontline, reducing dependence on Field Service dispatch and Engineering escalation
• Provide the technical depth the TSG layer relies on for coaching, knowledge, and case-side guidance
• Drive down repeat issues and time-to-resolution through disciplined diagnostics and documentation
• Feed clean technical signal into Product, Quality, and Engineering on recurring defects and customer-experience issues

Summary of Essential Responsibilities:

• Advanced Technical Troubleshooting (T2 Scope)
• Case Management & Documentation
• Escalation, Field Service & Engineering Partnership
• Customer Experience
• Coaching & Knowledge Contribution
• Cross-Functional Coordination
• Continuous Improvement
• Other duties or special projects as assigned

Success Measures:

• SLA attainment on T2-scope cases
• TTTR (time to technical resolution)
• First contact resolution within T2 scope
• Repeat-issue rate on assigned product lines
• Field Service dispatch rate on cases owned by the TSS
• Escalation quality and timeliness into Engineering / Product
• Aged case count and aged-case reduction
• Case documentation quality
• Customer feedback on personal interactions
• Knowledge base contributions
• Coaching impact on TSG team members

Qualifications

• Deep technical troubleshooting skill across complex hardware and/or software systems
• Structured diagnostic discipline; resolves to root cause rather than symptom
• Strong written and verbal communication; able to document with the rigor that product, quality, and complaint workflows require
• Sound judgment on escalation, customer risk, and Field Service dispatch
• Calm presence in high-stakes customer situations
• Ability to coach peers through case-side guidance without holding supervisory authority
• Comfort working in a case management system (Salesforce or equivalent) at an advanced level
• Strong follow-through; impatient with aged cases and avoidable rework, patient with learners

Requirements

• BA / BS preferred
• Multiple years in technical support, field service, or technical service engineering
• Experience in medical device, regulated, or clinically adjacent service environments
• Demonstrated progression through tiered support (T1 → T1.5 → T2) or equivalent
• Experience contributing to knowledge management, training content, or SOP development
• Experience partnering with Engineering, Product, and Quality to resolve issues
• Familiarity with Salesforce / Capsa Connect or equivalent CRM and case management platforms

Company Description

EEO Employer, including Veterans and Individuals with Disabilities