Customer Care Technical Support Engineer

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare Technology, Medical DevicesIndustries

Requirements

Candidates should have 5-10 years of customer service experience, with 2-3 years in tier 3 technical/escalation support, IT, or software engineering. Experience with Boomi, SQL, Splunk, Mirth, or Tableau is required, along with familiarity with mobile app platforms (Android, iOS). A Bachelor's degree or equivalent experience, proficiency in Microsoft Office (Word, Excel, PowerPoint), and experience with CRM software like Salesforce.com are preferred. Strong verbal and written English communication skills are essential. Flexibility, adaptability to change, a strong analytical background, initiative, a willingness to learn new skills, and a commitment to quality and helping people are also important.

Responsibilities

The Customer Care Technical Support Engineer will provide technical knowledge, support, and troubleshooting to internal and external stakeholders. They will analyze, troubleshoot, and resolve tier 3 service incidents, review escalated tickets from Tier 2 support, and execute SQL scripts for data analysis and compliance reporting. This role involves using in-house tracking applications, creating ad-hoc reports using tools like Salesforce, Tableau, Excel, and SQL, and gaining an in-depth understanding of application functionality and business processes. Additionally, they will provide hardware/software troubleshooting support for in-house products, identify trends in Splunk to recommend solutions, and assist with application testing and internal projects.

Skills

Technical Support

Troubleshooting

Root Cause Analysis

SQL

Data Analysis

Reporting

Customer Service

Problem Solving

Critical Thinking

iRhythm Technologies

Advanced cardiac monitoring solutions provider

About iRhythm Technologies

iRhythm Technologies focuses on cardiac monitoring solutions, with its main product being the Zio Patch, a wearable device that tracks heart rhythms for up to 14 days. This extended monitoring helps healthcare providers detect irregular heart rhythms that shorter monitoring might miss, making it especially useful for patients at risk. The company serves both patients and healthcare providers, generating revenue by selling the Zio Patch and offering data analysis services to interpret the collected heart data. iRhythm aims to improve patient outcomes and streamline healthcare workflows in the cardiac health sector.

San Francisco, CaliforniaHeadquarters

2006Year Founded

$102.8MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

1,001-5,000Employees