Hybrid Technical Support Engineer I

at Vision RT Ltd

• Job title: Technical Support Engineer I
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $58,000 - $63,000 per year
• Degree requirement: No Education Requirement
• Tech skills: AWS, Firewalls
• Location requirements: Hybrid, United States

About the role

• Technical Support Engineer I providing remote technical support to Vision RT customers. Involved in troubleshooting and managing technical issues across various platforms.

Responsibilities

• Provide remote phone and technical support to Vision RT customers as the first point of contact
• Take ownership of customer technical issues from intake through resolution within agreed service levels
• Manage AWS call center duties, including call flow, prioritization, and professional customer communication
• Provide remote technical support and escalation assistance to Field Service Engineers and clinical teams
• Troubleshoot software, hardware, and system issues using approved remote support tools
• Escalate unresolved or complex issues to appropriate internal teams (e.g., senior TSEs and supervisor)
• Coordinate parts requests and liaise with regional service teams to facilitate onsite interventions when required
• Manage service tickets in the CRM/ticketing system, ensuring accurate documentation and timely closure
• Perform licensing activities for software modules and support remote work orders as needed
• Ensure timely and proactive communication with customers and internal stakeholders throughout the service lifecycle
• Support remote resolution of complaints, NCPs, and CAPAs in accordance with quality requirements
• Adhere to Vision RT’s Quality Management System, ensuring service activities meet documentation and compliance standards
• Participate in required office, onsite, and product training to maintain and develop technical competency

Requirements

• Previous experience in a technical support, helpdesk, or service desk role
• Exposure to medical devices, healthcare IT, or regulated environments
• Basic understanding of networking concepts (IP addressing, firewalls, VPNs, remote connectivity)
• Experience supporting Windows based systems and software applications
• Familiarity with remote support tools and secure remote access platforms
• Experience working with Field Service Engineers or distributed service teams
• Prior use of AWS call center tools, CRM systems, or service ticketing platforms
• Understanding of software licensing and configuration management
• Exposure to quality systems, complaint handling, or regulated documentation processes
• Ability to work across time zones or rotating support schedules, if required
• Demonstrated interest in technical growth and progression within a support or service organization

Benefits

• Competitive salary
• Opportunities for professional development