Senior Technical / Product Support Engineer - REMOTE (Eastern US)

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Requirements:

• Bachelor's degree in biomedical, electrical, mechanical engineering or closely related discipline or relevant technical support experience.
• 8 years of technical support or field service experience with complex equipment.
• 3 years of medical device technical support engineer experience.
• Deep understanding of healthcare IT infrastructure, networking, and compliance with industry standards such as HIPAA.
• Experience with reading and interpreting complex schematics.
• Outstanding communication skills and proven ability to diagnose technical problems.

Responsibilities:

• Provide direct customer support for RefleXion’s custom system hardware and software used in a clinical treatment setting.
• Ensure prompt resolution of customer issues immediately from the initial phone call.
• Utilize diagnostic tools to troubleshoot and resolve hardware and software issues.
• Perform log analysis to determine root cause and guide customers through problem-solving actions.
• Document service calls in the CRM application (Salesforce).
• Travel to customer sites for complex issue resolutions.