Global Technical Support Engineer - Zeiss Group

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

Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles the everchanging environments in a fast-paced world, meeting it with cutting edge of 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!

What's the role?

The Global Technical Support Engineer II- Digital and Connectivity, acts as a Subject Matter Expert on Zeiss Surgical or Perimetry Products. Services as the primary escalation point on advance service support requests. Working closely with Field Service Engineers, the Technical Support Engineer II will lead advanced troubleshooting efforts, provide support action plans and/ or customer facing real time remote troubleshooting to resolve product problems.

Sound Interesting? Here's what you'll do:

• Act as our service representative in the respective development projects.

• Point of contact for all technical questions and integration solutions from Field Service Engineers, Affiliates and Distributors, primarily via telephone and ticketing system, and in case of escalations on-site at domestic and international customer locations.

• Lead troubleshooting of digital workflows together with the device experts working as a team

• Assist in escalation issues/calls

• Partners with global support/engineering departments on solving technical issues and customer problems in the area of responsibility

• Remain current with technical expertise

• Participate in Technical reviews or Quality improvement projects

• Provide feedback on field problems to the Quality and Engineering departments

• Act as service representative in the respective development projects

Do you qualify?

• BA/BS in Engineering preferred
• Minimum of three (3) years' experience as a Technical Support Engineer preferably within medical device industry
• Two (2) years' experience in Microsoft Azure support preferred.
• Strong understanding of Azure Cloud eco-system. Such as knowledge of Microsoft Azure services (especially Application Insights, Azure Monitor & Azure Policies), monitoring, logging, alerting and other aspects of application operation.
• Good knowledge of networking components and technology (TCP/IP, network security/firewall, packet filters, routing, proxy, VPN)
• High degree of technical proficiency, excellent structured problem-solving skills, and strong analytical abilities.
• Knowledge of ITIL, DICOM and HL7 is a plus.
• Knowledge of Windows scripting or PowerShell
• Solid Experience with electronics, electronics, optics, software, adjustment of optical instruments mechanics, personal computers, operating systems
• IT support experiences: handling databases (InterBase, MySQL), networks
• Experience with ISO 9003 standards, cGMP, and medical device governing body regulations preferred
• Experience with remote support systems
• Excellent communication and interpersonal skills
• Experience in collaborating in international project teams as well as readiness to travel internationally
• Experiences in conducting training courses
• Must have a confident manner and good social and methodological skills

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!

The hourly pay range for this position:

• SF Bay Area : $37.00 - $46.00

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 also eligible for a performance bonus or sales commissions. ZEISS also offers robust benefits, including medical plans, retirement savings plan and paid time off.

ZEISS is an EEO/AA/M/F/Disabled Veteran Employer

Your ZEISS Recruiting Team:
Tina Eilerman

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).