Technical Support Engineer II

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.

Summary of Position

In this role, you will provide advanced technical support and training of Teladoc Health’s Telehealth Product and its network to maximize Product availability, reliability, and security. Support both internal and external customers by analyzing and resolving complex and unusual issues. Investigate fielded Products that are performing poorly due to network issues and suggest improvements to optimize the performance of those Products. Develop and improve processes and tools to maximize the performance of Teladoc Health Products within customer networks. Develop, document, and inform Engineering teams on network and Product improvements as well as tools to facilitate efficient implementation and troubleshooting of Products which are dependent on good network connectivity. Develop training material and provide training on advanced concepts and systems used in Teladoc Health products and services.

Essential Duties and Responsibilities

• Partner with Level 1 Support (TAC) to manage and resolve complex Product performance issues at customer sites.
• Provide Tier 3 expertise on network related Product performance issues.
• Analyze and present Product performance parameters such as Device Uptime (Availability) and Connection Success.
• Partner with Engineering to enhance to tools and processes to improve Product performance.
• Partner with the Analytics team to enhance metrics and presentation of metrics regarding Product performance.
• Partner with all functional groups within Teladoc Health to continually improve products, processes, and customer relations.
• Train other technical support personnel on network analysis tools and implementation processes to improve Product performance and support response effectiveness.
• Implement and use remote access tools to assess and correct system issues.
• Represent Teladoc Health with hospital executives, IT staff, physicians, and other customer personnel regarding ITH design and network requirements.
• Gather information, run tests, and report results to Teladoc Health staff for additional troubleshooting, improvements, and process development or revision.
• Perform advanced data analysis and trend identification to improve reliability and performance of the Teladoc Health network and Products.
• Participate in investigation/root cause analysis of service disruptions.
• Use Excel to perform statistical analysis of system status and performance data.
• Define training for field team on implementation and Network Optimization.
• Suggest enhancements to tools used to monitor and maintain Teladoc Health equipment at customer sites to increase availability, reliability, and security.
• Maintain database of technical information relating to network performance

Qualifications Expected for Position

• Degree in computer science, IT, engineering, or related field.
• 5+ years of relevant experience or equivalent combination of education and work experience
• CCNA designation highly desired
• CompTia A+ or Network+ certification
• Experience with wireless networks, set up and configuration.
• Experience with networks, firewalls and servers
• Prior work experience in a hospital environment a plus.
• In-depth understanding of WebRTC and SIP (Session Initiation Protocol).
• Experience with Windows and Linux operating systems
• Experience with Virtual Machine implementations
• Experience with remote access tools
• Experience with Medical Devices in Hospital settings
• Experience with SalesForce.com Service Cloud
• Script Development (Shell scripts) 
• Ability to simplify and convey advanced technical concepts to others with less technical experience.
• Ability to communicate advance technical details to both technical and non-technical persons.
• Ability to cover multiple, overlapping complex projects; well organized and adaptable to changing demands.
• Excellence in written and verbal communication
• Must be able to move/transport robots, weighing over 200 lbs. with wheeled assistance.
• Must be able to occasionally lift up to 50lbs.
• Must be able to support others on the technical support team outside of standard working hours as required.

The base salary range for this position is $75,000 - $90,000. In addition to a base salary, this position is eligible for a performance bonus and benefits (subject to eligibility requirements) listed here: Teladoc Health Benefits 2024. Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions.