Sr Engineer, Customer Support

Job Summary

As a Customer Support Engineer, you will provide technical support to clients with Masimo products deployed at their facilities. This will entail triaging calls, troubleshooting issues, escalating to appropriate resources, and documenting issues in a ticket system.

Duties & Responsibilities

• Provide both external and internal support of proprietary applications, 3rd party components, and key systems
• Develop understanding of internal applications and customer implementations as needed
• Limited travel to North America customers and prospects for support as required
• Answer phones and respond to client requests following a defined support process
• Identify, research, and resolve client issues using customer service software applications
• Assess priority of reporting client incidents and escalating to appropriate team
• Provide regular status updates on client inquiries not immediately resolved
• Create and maintain knowledge base material, support tip sheets, and user guides
• Always present a professional image to clients and vendors
• Provide regular status updates to Support Manager to ensure Service Level Agreements (SLA) targets are being met
• Work collaboratively with other service delivery areas to provide clients with a superior experience and ensure commitments made to the client are handled appropriately
• Ability to work flexible hours providing support coverage

Minimum & Preferred Qualifications and Experience

Minimum Qualifications:

1-3 Years of the Following

• Network security, log monitoring, and compliance reporting
• Using various Web Browsers and understanding the differences between them
• Working with databases (examples: Oracle, MySQL, SQL Server)
• Interfacing with customers of varying technical skill levels
• Ability to work with various cross-organizational areas to meet the needs of Masimo clients
• Strong verbal (especially over the phone), listening, and written communication skills are required
• Strong teamwork orientation
• Maintain a mindset of continuous improvement, in terms of efficiency of support processes and customer satisfaction
• Ability to learn customer service software applications
• Service oriented with strong problem-solving skills
• Ability to balance multiple priorities

Preferred Qualifications

• Full understanding of the SDLC and the role of support in it
• Proven track record of meeting and adhering to SLA standards for issue resolution
• Knowledge of Electronic messaging, EDI, HL7, Mirth, etc.
• Using various iterations of Linux
• Supporting Web based SaaS and/or enterprise applications including JAVA, Tomcat, or similar components.
• Supporting one or more types of medical software and related standards: PACS, DICOM, EMR, EHR, Medical Billing, Clinical Solutions, Clinical Trials, HIPAA, etc.
• HIPPA compliance or work with PHI/PCI information and regulations

Education

Bachelor's Degree in Computer Science or related field

In lieu of degree 2+ years of hands-on, client-interacting technical support or customer support

Compensation: The anticipated range for this position is $50,000 - $80,000. Actual placement within the range is dependent on multiple factors, including but not limited to skills, education, and experience. This position also qualifies for up to 10% annual bonus based on Company, department, and individual performance.

Physical requirements/Work Environment

This position primarily works in an office environment. It requires frequent sitting, standing and walking. Daily use of a computer and other computing and digital devices is required. May stand for extended periods when facilitating meetings or walking in the facilities. Some local travel is necessary, so the ability to operate a motor vehicle and maintain a valid Driver's license is required.

The physical demands of the position described herein are essential functions of the job and employees must be able to successfully perform these tasks for extended periods. Reasonable accommodations may be made for those individuals with real or perceived disabilities to perform the essential functions of the job described.