Technical Product Support Specialist II

Why Join ZOLL?

At ZOLL Data Systems, we're dedicated to saving lives and enhancing clinical outcomes through advanced Enterprise and SaaS technology for EMS, hospital, and billing organizations. As a Technical Product Support Specialist II, you'll handle complex technical customer inquiries and provide advanced support for specific ZOLL enterprise products.

About the Role

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).

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 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

Pay Range

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.

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

Application Information

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. Applications will be accepted on an ongoing basis until this position is filled.