Digital Technical Support Engineer I

About Us:

How many companies can say they have been in business for over 177 years?!

Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles the ever-changing environments in a fast-paced world, meeting it with cutting edge technologies and continuous advancements. ZEISS believes that innovation and technology are the key to a sustainable future and solutions for global change. We have a diverse range of portfolios throughout the ZEISS family in segments like Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology. We are a global company with over 42,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team!

Location/Region: This position is located in Dublin, CA

What’s the role?

The Digital Technical Support Engineer I (DTSE1) will provide expert level technical support to end users (e.g., Consumers, Carl Zeiss Field Meditec Field Sales and Service Representatives), as well as any other Zeiss employee, Affiliate or Distributor to resolve customer needs. These individuals work with other department personnel to ensure current and future products meet all service, quality, and performance requirements in an effective and profitable manner. The DTSE assists with other Technical Support staff of either Device or Software teams. They may assist with on-boarding new hires and peer mentoring, while contributing to the attainment of the Technical Support Center’s service level goals.

Sound Interesting?

Here’s what you’ll do:

• Respond to highly complex technical questions and inquiries from Customers, Field Service

• Engineers, and other internal customers and partners with an appropriate sense of urgency.

• Engineer solutions to unique and multi-faceted technical issues impacting product performance
  and service.

• Assist with the development of documentation pertaining to product and process.

• Assist with engineering and supporting HL7 and other 3rd Party medical device & software
  integration.

• Lead ad-hoc teams to address complex escalations that often involve multiple team disciplines,
  and the coordination of support resolutions, while providing effective communication with all
  stakeholders throughout each project-level support event.

• Proactively maintain or improve his/her level of technical expertise in company products and
  services, especially dedicated supported products.

• Work cross-functionally with various departments, i.e. product or quality teams, to address or
  resolve customer or general service issues.

• Act as a mentor to peers in other work groups as applicable.

Do you qualify?

• Bachelor’s degree (BA/BS) or equivalent professional experience.

• Minimum 5 years of technical support experience, ideally in a healthcare or medical device environment.

• Proficiency in network troubleshooting, including tools and methods to identify root causes in customer environments.

• Strong experience with Windows Server OS, Windows Endpoints, and macOS.

• Proven ability to perform full software installations remotely without aid.

• Familiarity with DICOM and HL7 standards, and general PACS concepts.

• High technical aptitude, critical thinking, and strong analytical/problem-solving skills.

• Excellent written and verbal communication skills.

Good to Have:

• Hands-on experience with HL7 troubleshooting using diagnostic tools.

• Experience integrating and supporting third-party medical devices or software.

• Knowledge of basic electronics, optics, or mechanics.

• Background in ZEISS ophthalmic diagnostic devices or similar equipment.

• Prior mentoring or peer onboarding experience.

• Cross-functional collaboration experience, especially with product or quality teams.

The hourly pay range for this position is  $38.00 - $47.00.

The pay offered for this role may be influenced by factors such as job location, scope of role, qualifications, education, experience, & complexity/specialization/scarcity of talent.
  
This position is eligible for a Performance Bonus. 

We have amazing benefits to support you as an employee at ZEISS!

• Medical

• Vision

• Dental

• 401k Matching

• Employee Assistance Programs

• Vacation and sick pay 

• The list goes on! 

Your ZEISS Recruiting Team:

Zeiss provides Equal Employment Opportunity without unlawful regard to an Applicants race, color, religion, creed, sex, gender, marital status, age, national origin or ancestry, physical or mental disability, medical condition, military or veteran status, citizen status, sexual orientation, pregnancy (includes childbirth, breastfeeding or related medical condition), genetic predisposition, carrier status, gender expression or identity, including transgender identity, or any other class or characteristic protected by federal, state, or local law of the employee (or the people with whom the employee associates, including relatives and friends).