Senior Technical Support Engineer

Job description

Job responsibilities

• First point of contact for technical issues raised by customers and clinical sales representatives; own each case from intake through resolution or escalation
• Remotely d iagnose and resolve system issues with the robot, consumables, cart and software using phone, video, system logs, and error codes
• Triage and prioritize with clear step-by-step guidance for non-engineering users, and log every interaction in the ticketing/CRM system with accurate symptom, root-cause, and resolution detail
• Recognize potential product feedback/ complaints and escalate to Quality/Regulatory within the timeframes required by company procedures
• Perform on-site service visits when issues cannot be resolved remotely, and support the sales team during demos, evaluations, and installations
• Act as the voice of the field inside Engineering: analyze support case and field failure trends and translate them into prioritized serviceability and reliability improvements
• Partner on design-for-serviceability reviews covering diagnostics, error codes and log content, modularity, field-replaceable units, and tool access
• Define service requirements, acceptance criteria, and field-service test methods for new product introductions, and confirm documentation, tooling, and spare parts are ready before release

Job requirements

• Bachelor's degree in Electrical , Mechanical, Biomedical, or Systems Engineering, or an Associate degree in a related technical field with equivalent hands-on experience
• 5+ years in technical support, field service, or service/sustaining engineering on complex electromechanical or robotic systems, with direct customer-facing responsibility for issue resolution
• Hands-on experience with mechatronic systems combining mechanical, electrical, and software elements, including software/firmware updates and use of system logs and error codes
• Demonstrated ability to troubleshoot complex systems to the component or subassembly level using diagnostic tools and test equipment
• Comfortable at the Linux command line - filesystem navigation, parsing system and application logs, diagnostic utilities, service and process management, and SSH/SCP
• Ability to read technical drawings appropriate to your background: electrical schematics, wiring and block diagrams, and/or mechanical drawings, assembly views, and GD&T
• Ability to work within a controlled quality system - released work instructions, good documentation practices, and calibrated test equipment - in a fast-paced startup environment
• Strong verbal communication and organizational skills; comfortable guiding remote users in real time while managing bench work, support calls, and administrative tasks in parallel