Technical Support Engineer, Tier 2

The primary role of Technical Support function is to provide technical & engineering support to customers, support agents & internal teams. Key deliverables include taking ownership of customer queries on ResMed products, researching solutions and promptly responding while maintaining the highest level in quality. Provide post-design support and repair of ResMed products, investigate device failures, upgrading the systems, product maintenance & testing.

Let’s talk about Responsibilities

• Triage and prioritize escalated customer cases from the Customer Support team

•  Communicate with customers to precisely define software cases

• Use SQL server database queries and scripts to gather detailed information on customer support cases

• Identify and provide workarounds for customer cases whenever possible

• Design, test and implement data scripts

• Communicate case resolutions to customers

• Provide best practice direction on software use to help users avoid recurrence of cases

• Document software defects using defect tracking system and report defects to software engineers

Let’s talk about Qualifications and Experience

• 2+ years of work experience, preferably in a healthcare software environment

• Must demonstrate an ability to learn complex business software and master best practice use of the software

• Must have excellent attention to detail and the understanding of how to investigate and trouble-shoot software issues and find workarounds to those issues

• Must have strong technical skills, including an ability to understand complex SQL syntax for investigating software issues and making changes to data

• Strong analytical capabilities, data analysis techniques and common database query skills

• Strong commitment to quality and ability to work closely and communicate effectively with software engineers and product managers

• Strong interpersonal and communication skills

• Experience working in a SaaS model a plus

• Proficient in the Windows operating system

• Ability to manage multiple concurrent priorities and meeting deadlines

• Bachelor's Degree or Equivalent Experience

• 2+ years of SQL experience, preferably in SQL Server

• Brightree software experience

• Basic understanding of the DME industry

• Basic understanding of medical billing

• Call center experience

• Customer Support

We are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world’s best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for the following benefits package: comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance. Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills.

At ResMed, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.  A reasonable estimate of the current base range for this position is: $32.97/hr - $49.45/hr

For remote positions located outside of the US, pay will be determined based the candidate’s geographic work location, relevant qualifications, work experience, and skills.

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.