Technical Support Engineer, Tier 2

Responsibilities

• Triage and prioritize escalated customer cases from the Customer Support team
• Communicate with customers to define software issues and provide timely resolutions
• Use SQL Server queries and scripts to investigate cases and gather data
• Identify workarounds, design and test data scripts, and implement solutions where appropriate
• Document software defects and collaborate with software engineers and product managers
• Share best practices to help prevent recurring issues

Requirements

• 2+ years of work experience, preferably in a healthcare software environment
• Strong SQL syntax skills, ideally with SQL Server experience
• Solid data analysis and troubleshooting skills
• Ability to learn complex business software and investigate software issues
• Excellent attention to detail and strong communication skills
• Bachelor's degree or equivalent experience
• Proficiency with Windows operating systems
• Ability to manage multiple priorities and meet deadlines

Preferred Qualifications

• Brightree software experience
• Basic understanding of the DME industry and medical billing
• SaaS support experience
• Call center or customer support experience

Benefits

• Comprehensive medical, vision, dental, and life insurance
• AD&D, short-term and long-term disability coverage
• HSA, FSA, commuter benefits, 401(k), and ESPP
• Employee Assistance Program and tuition assistance
• PTO, paid holidays, floating days, and caregiver leave

About the Company

ResMed creates life-changing health technologies, cloud-connected devices, and intelligent software that help people live healthier lives through better sleep and breathing.