Technical Support Engineer I

Position Overview:

A Technical Support Engineer I, reporting to the Technical Support Manager, will be responsible for providing technical support to our customers and customer facing teams to resolve complex console and other technical issues.

The TSE will interact with Sales, Field Service, and directly with customers to drive resolution of escalated customer complaints.  This will include providing live phone support, handling tickets from a team queue, and performing follow-up investigations and data reviews.  To carry out these duties, the TSE will need to possess and apply basic engineering theory to accurately diagnose issues, determine root cause, and determine appropriate solutions.  The TSE will also monitor trends and provide feedback to the Product Support team to influence R&D priorities.  As this position is primarily performed remotely, excellent communication and collaboration skills will be crucial to your success.  Prior experience in technical troubleshooting, in person or via phone, are also highly preferred.

TSEs will be responsible for properly documenting all activities and duties performed in accordance with Outset’s Quality Management System policies and procedures.  TSE will be expected to perform duties during their regularly scheduled shift as well as participate in an on-call rotation for after-hours, weekends, and holidays.  The ability to travel will be required for activities such as team meetings, trainings, and for field ride-alongs, etc.

Essential Job Functions and Responsibilities:

• Provide remote technical support to customers and Outset employees during scheduled hours, including a weekend/evenings/holidays rotation and in compliance with service level agreements
• Able to comply with departmental metrics around escalated cases and FSE support tickets independently
• Be a technical subject matter expert on Outset Medical products and the accompanying software ecosystem
• Promptly respond to, triage, and resolve incoming support requests by following established procedures in the CRM
• Thoroughly document work on customer issues and escalate as needed to ensure a timely response/resolution
• Provide detailed feedback to cross functional departments including Product Support, Quality, and Engineering regarding performance, serviceability, and customer feedback
• Support the development of training materials for the Service organization
• Excellent communication skills to collaborate with others and make the complex simple and actionable
• Drive continuous improvement by identifying trends and recording new knowledge
• Perform other job duties as assigned by management

Requirements: 

• 2+ Years as an Outset Field Service Engineer or equivalent external experience required
• Demonstrated ability to read and edit technical manuals and apply engineering concepts to comprehend and resolve technical issues
• Possess solid customer service skills. Ability to effectively troubleshoot and coach end users of various levels of technical expertise
• Self-motivated with strong work ethic, able to work independently and properly document all activities
• Excellent communication skills including good grammar, enunciation and listening skills
• Friendly, energetic, and personable attitude
• Ability to be flexible and adapt to changing business needs
• Ability to work in a team environment
• Ability to travel 15%

Desired Qualifications: 

• Associates degree in Engineering (Electrical, Mechanical or Fluidics) strongly preferred or military equivalent
• Medical device experience is a plus

The Annual Salary Range for this role will be:  $ 65,000-100,000 .* + bonus and stock

We feel passionately about pay equality.  Discretionary adjustments to the position’s starting compensation may be made in consideration of other relevant factors pertaining to eligible applicants, including, but not limited to, their specific skills, level, geographical location, and comparison to other employees already in the same or similar roles.

*This range represents our good-faith and reasonable estimate regarding what we reasonably expect to pay for this position at the time of posting. 

Outset also offers the following benefits:

• Medical 
• Dental
• Vision
• EAP/Mental Health
• Life Insurance/AD&D
• Short/Long Term Disability
• FSA (Dependent & Healthcare)
• HSA w/ Employer contribution
• Commuter Benefits
• 401K w/ company match
• ESPP
• Fertility benefits
• Wellness initiatives
• Legal Assistance
• Pet insurance
• Financial Advisement & Wellbeing
• Tuition Reimbursement
• Student Loan Payback
• Employee discounts
• Professional Development/Learning
• Collaboration Days (lunch onsite)
• Happy Hours/Karaoke
• PTO/Sick time
• Holidays + Volunteer Day