Technical Support Engineer

At ResMed (NYSE: RMD, ASX: RMD) we pioneer innovative solutions that treat and keep people out of the hospital, empowering them to live healthier, higher-quality lives. Our cloud-connected medical devices transform care for people with sleep apnea, COPD and other chronic diseases.

Our comprehensive out-of-hospital software platforms support the professionals and caregivers who help people stay healthy in the home or care setting of their choice. By enabling better care, we improve quality of life, reduce the impact of chronic disease and lower costs for consumers and healthcare systems in more than 140 countries.

1. Provide Technical support to ResMed customers.
2. Work in 24/7 rotational shifts.
3. Provide insights regarding Somnoware’s platform and feature set to the product and engineering teams based on customer feedback, requirements, and observations. Become a Subject Matter Expert of your assigned accounts and their respective workflows, implementation policies/procedures, regulatory requirements.
4. Maintains customer service and responsiveness standards in accordance with our SLAs.
5. Effectively document and communicate customer deployment issues to product and engineering teams as needed.
6. Participate in the planning process of enhancements and new features with our Product team. Deep understanding of customer workflows and technical requirements is essential.
7. Work closely with Customer Success Team to ensure pending issues are resolved at certain customer locations prior to Go-live.

1. Bachelor’s degree. Technical degree will be an added advantage.
2. Minimum of 2 years of related experience.
3. Basic experience in technology and technical support required.
4. Experience supporting an enterprise application with customer-facing experience if highly desirable.
5. Proficient in complex troubleshooting, problem solving, and root cause analysis.
6. Experience with Microsoft Word, Excel, PowerPoint, Visio. Experience in Salesforce, Zendesk, JIRA is desirable.
7. Good communication skills
8. Follows standard practices and procedures and applies basic theories, concepts, principles and methodologies in analyzing situations or data.
9. Ability to coordinate and oversee critical customer issues and deliver resolutions punctually.
10. Work remotely with limited supervision.