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About the Role
The Acute Care Technology division of ZOLL develops and delivers innovative lifesaving products and software solutions to EMS, hospital, public safety, and military customers globally. Our dedicated employees take pride in their commitment to improving patient outcomes while delivering world-class customer service. At ZOLL, you won’t just have a job. You’ll have a career—and a purpose.
Responsibilities
- 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 or other departments 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 and sharing insights with the team, linking relevant KB articles 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.
Requirements
- 2–4 years in technical product or customer support, ideally in Enterprise and/or SaaS healthcare software.
- Strong working knowledge of enterprise software components—including SQL Server, networking, VMware, and operating systems—allowing for efficient, high-quality technical support and troubleshooting.
- 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.
- Exceptional communication and documentation skills, solid problem-solving ability, and a customer-centric mindset.
- Enthusiastic about helping others, thrives in a fast-paced environment, and brings curiosity and resilience to every challenge.
- High school diploma required; a bachelor’s degree or equivalent professional experience is preferred.
Skills
- SQL Server
- Networking
- VMware
- Operating Systems
- Salesforce
- Atlassian Jira Service Desk
- Atlassian Confluence
- Microsoft Teams
- Slack
- LogMeIn Rescue
- Five9
Location
- Remote
Work Type
- Fully Remote
- Full-time
Experience Level
- 2-4 years
Education Level
- High school diploma
- Bachelor's degree preferred
Salary/Compensations
- $18.00 to $28.00 hourly
Benefits
- Competitive compensation and benefits
- Comprehensive benefits plans can be found at www.zollbenefits.com.
About the Company
- At ZOLL, we're passionate about improving patient outcomes and helping save lives.
- We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.
- ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients's lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.
Equal Opportunity
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, disability, or status as a protected veteran.
- The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.