Customer Support Representative

TL;DR

Customer Support Representative (AED Hardware/Software): Assist customers with hardware and software inquiries for life-saving defibrillators with an accent on troubleshooting issues, resolving support requests, and ensuring high CSAT. Focus on diagnosing device errors, managing RMAs, and collaborating with product and engineering teams for improvements.

Location: Hybrid in Brisbane, CA

Salary: $70,000

Company

Growth-stage company developing connected AED systems to improve out-of-hospital cardiac arrest response and survival rates.

What you will do

• Respond to inquiries via phone, email, chat, and troubleshoot AED hardware and RealConnect software issues.
• Guide customers on device setup, connectivity, configuration, and usage while documenting resolutions in Zendesk.
• Manage RMA workflows, track cases, and ensure timely follow-ups for resolutions.
• Escalate complex issues to internal teams while owning the customer experience.
• Collaborate with Customer Success, Product, Engineering, and Quality teams to share feedback and improve products.

Requirements

• 4+ years in customer support, technical support, or help desk.
• Experience troubleshooting hardware and/or software products.
• Familiarity with Zendesk, Salesforce, or similar tools.
• Strong written and verbal communication with customer-first mindset.
• Curious, eager to learn, and thrives in fast-paced startup environment.

Nice to have

• Experience with connected hardware + software platforms.
• Familiarity with RMA or device replacement workflows.
• Startup or high-growth environment experience.
• Supporting enterprise, public sector, SLED, or commercial customers.

Culture & Benefits

• Mission-driven team focused on saving lives through innovative AED technology.
• Dynamic, collaborative environment emphasizing problem-solving and customer experience.
• Equal employment opportunity with accommodations for disabilities.