Technical Product Support Specialist II (Medtech)

TL;DR

Technical Product Support Specialist II (Medtech): Providing advanced support for ZOLL enterprise products with an accent on troubleshooting complex technical issues related to DB, OS, and Networking. Focus on identifying technical trends, proposing preventative support initiatives, and ensuring timely resolution of high-priority technical cases.

Location: Remote flexibility or the option to work from our Colorado HQ

Salary: $18-$28 / hourly

Company

ZOLL Data Systems is on a mission to save lives and improve clinical outcomes through advanced Enterprise and SaaS technology for EMS, hospital, and billing organizations.

What you will do

• Manage advanced troubleshooting for assigned ZOLL enterprise products, identifying root causes of technical issues.
• Collaborate with other teams to address technical issues that span across multiple products or systems.
• Contribute to the knowledge base, creating and updating articles with solutions to complex technical problems.
• Identify technical trends through customer case analysis, proposing preventative support initiatives to reduce recurring issues.
• Facilitate incident management processes, coordinating team responses to ensure timely resolution of high-priority technical cases or outages.
• Cross-train on additional technical components within the suite (e.g., SQL Server, VMware), gaining a broader understanding of the ZOLL product ecosystem.

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.
• Proven ability to identify root causes of complex issues and deliver sustainable technical solutions, clearly documented using the ZOLL Diagnostic Method (ZDM).
• Exceptional communication and documentation skills, solid problem-solving ability, and a customer-centric mindset.
• High school diploma required; a bachelor’s degree or equivalent professional experience is preferred.

Culture & Benefits

• Remote flexibility or the option to work from our Colorado HQ
• A collaborative, mission-driven work environment
• Opportunities for growth, mentorship, and career development
• Competitive compensation and benefits