Technical Support Engineer, Tier 2 Resupply
Resmed, Peachtree Corners, GA, United States
Overview
The primary role of Technical Support Engineer, Tier 2 Resupply 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 whilst maintaining the highest level of quality. Provide post‑design support and repair of ResMed products, investigate device failures, upgrade systems, product maintenance & testing.
The shift for this role is 8 am – 5 pm CST.
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 a defect tracking system and report defects to software engineers
Qualifications and Experience
2+ years of work experience, preferably in a healthcare software environment
2+ years of SQL experience, preferably in SQL Server
Brightree software experience
Connect or SNAP software experience
Demonstrated ability to learn complex business software and master best‑practice use of the software
Excellent attention to detail and ability to investigate and trouble‑shoot software issues and find workarounds
Strong technical skills, including understanding complex SQL syntax for investigating software issues and making data changes
Strong analytical capabilities, data analysis techniques and common database query skills
Strong commitment to quality and ability to work closely with software engineers and product managers
Strong interpersonal and communication skills
Experience working in a SaaS model a plus
Proficiency in the Windows operating system
Ability to manage multiple concurrent priorities and meet deadlines
Bachelor's Degree or equivalent experience
Basic understanding of the DME industry
Basic understanding of medical billing
Call center experience
Customer Support experience
Benefits
Comprehensive medical, vision, dental and life insurance, AD&D, short‑term and long‑term disability insurance, sleep‑care management
Health Savings Account (HSA) and Flexible Spending Account (FSA)
Commuter benefits and 401(k)
Employee Stock Purchase Plan (ESPP) and Employee Assistance Program (EAP)
Tuition assistance
Paid Time Off: 15 days in the first year, 11 paid holidays plus 3 floating days
Primary caregiver leave: 14 weeks; secondary caregiver leave: 2 weeks
Eligibility for benefits for employees scheduled to work 30 or more hours per week
Competitive salary; current base range: $32.97 /hr – $49.45 /hr
Remote positions outside the US: pay determined by geographic location and qualifications
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The primary role of Technical Support Engineer, Tier 2 Resupply 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 whilst maintaining the highest level of quality. Provide post‑design support and repair of ResMed products, investigate device failures, upgrade systems, product maintenance & testing.
The shift for this role is 8 am – 5 pm CST.
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 a defect tracking system and report defects to software engineers
Qualifications and Experience
2+ years of work experience, preferably in a healthcare software environment
2+ years of SQL experience, preferably in SQL Server
Brightree software experience
Connect or SNAP software experience
Demonstrated ability to learn complex business software and master best‑practice use of the software
Excellent attention to detail and ability to investigate and trouble‑shoot software issues and find workarounds
Strong technical skills, including understanding complex SQL syntax for investigating software issues and making data changes
Strong analytical capabilities, data analysis techniques and common database query skills
Strong commitment to quality and ability to work closely with software engineers and product managers
Strong interpersonal and communication skills
Experience working in a SaaS model a plus
Proficiency in the Windows operating system
Ability to manage multiple concurrent priorities and meet deadlines
Bachelor's Degree or equivalent experience
Basic understanding of the DME industry
Basic understanding of medical billing
Call center experience
Customer Support experience
Benefits
Comprehensive medical, vision, dental and life insurance, AD&D, short‑term and long‑term disability insurance, sleep‑care management
Health Savings Account (HSA) and Flexible Spending Account (FSA)
Commuter benefits and 401(k)
Employee Stock Purchase Plan (ESPP) and Employee Assistance Program (EAP)
Tuition assistance
Paid Time Off: 15 days in the first year, 11 paid holidays plus 3 floating days
Primary caregiver leave: 14 weeks; secondary caregiver leave: 2 weeks
Eligibility for benefits for employees scheduled to work 30 or more hours per week
Competitive salary; current base range: $32.97 /hr – $49.45 /hr
Remote positions outside the US: pay determined by geographic location and qualifications
#J-18808-Ljbffr