Technical Product Support Specialist II

Acute Care Technology Why Join ZOLL? At ZOLL Data Systems , we’re on a mission to save lives and improve clinical outcomes through advanced Enterprise and SaaS technology for EMS, hospital, and billing organizations. 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 (e.g., DB, OS, Networking). This role includes contributing to the knowledge base and proactively analyzing technical trends to drive improvements in customer satisfaction What You'll Do 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 What Success Looks Like Timely, Responsive Support: Consistently meet or exceed response time goals (e.g., initial response and ANRD) while resolving moderately complex technical issues with speed and precision. High-Quality Documentation: Maintain accurate, detailed, and ZDM-aligned case notes in Salesforce that ensure clarity, enable effective handoffs, and support team-wide visibility. Customer-Centric Communication: Adhere to customer-preferred contact methods and deliver proactive, personalized technical assistance through channels like Five9, email, or LogMeIn Rescue. Cross-Team Navigation & Escalation: 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. Knowledge & Collaboration Leadership: 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. What You Bring Experience: 2–4 years in technical product or customer support, ideally in Enterprise and/or SaaS healthcare software.  Advanced Technical Expertise: Strong working knowledge of enterprise software components—including SQL Server, networking, VMware, and operating systems—allowing for efficient, high-quality technical support and troubleshooting.  Analytical Problem Solving: Proven ability to identify root causes of complex issues and deliver sustainable technical solutions, clearly documented using the ZOLL Diagnostic Method (ZDM) for rapid resolution and internal knowledge sharing. Soft Skills: Exceptional communication and documentation skills, solid problem-solving ability, and a customer-centric mindset. Mindset & Values: Enthusiastic about helping others, thrives in a fast-paced environment, and brings curiosity and resilience to every challenge. Education: High school diploma required; a bachelor’s degree or equivalent professional experience is preferred. What We Offer 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. Final compensation will be determined by various factors such as a candidate’s relevant work experience, skills, certifications, and location. Apply Today If you’re passionate about making a difference and delivering support that saves lives, we want to hear from you. Join us and help ensure the tools used in critical care never fail the people who rely on them. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Standing - Occasionally Walking - Occasionally Sitting - Constantly Talking - Occasionally Hearing - Occasionally Repetitive Motions - Frequently ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients's lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives. #LI-REMOTE #LI-HM1 The hourly pay rate for this position is: $18.00 to $28.00 Factors which may affect this rate include shift, geography, skills, education, experience, and other qualifications of the successful candidate. Details of ZOLL's comprehensive benefits plans can be found at www.zollbenefits.com . Applications will be accepted on an ongoing basis until this position is filled. For fully remote positions, compensation will comply with all applicable federal, state, and local wage laws, including minimum wage requirements, based on the employee’s primary work location. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, disability, or status as a protected veteran. ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.