About this Role:

iRhythm is currently seeking an experienced Customer Care Technical Support Engineer who will interact closely with our Advanced Customer Care Advocates and engineering resources in resolving issues newly discovered in our product service offerings. Our work environment is fast-paced, with a collaborative atmosphere. Most of all, we are passionate about delivering innovations that improve the quality of health care and the patient experience. We are looking for like-minded individuals to join our team today!

Specific job responsibilities include:

• Provide superior technical knowledge, support and troubleshooting to internal and external stakeholders.   
• Responsible for the timely analysis, troubleshooting and resolution of tier 3 level service incidents while adhering to departmental procedures. 
• Reviews tickets escalated from Tier 2 support staff for timely resolution. 
• Execute SQL scripts, analyze SQL statements, and perform data analysis for compliance reporting. 
• Use of in-house tracking applications to record, track progress and escalate application issues. 
• Advanced Reporting: ability to create ad-hoc reports as needed for Customer Care or other internal stakeholders (Salesforce, Tableau, Excel, SQL).  
• Application Support: Gains an in-depth understanding of application functionality and the business processes supported by these applications to assist users.  
• Hardware Support: provides hardware/software trouble-shooting support on in-house products. 
• Splunk: identify recurring trends, recommend solutions for permanent resolution.  
• Assists with various application testing activities and internal projects as needed. 
• Ability to operate in a fast moving, team oriented, collaborative environment with tight deadlines. 
• Maintain a high level of customer service at all times. 

About you:

• Bachelors or equivalent combination of education and experience.  
• At least 5-10 years of customer service experience with at least 2-3 years of experience in providing tier 3 technical/escalation support, IT, or software engineering preferred. 
• Must have experience in at least one of the areas below:
• Boomi, SQL, Splunk, Mirth, Tableau 
• Familiarity with mobile app platforms: Android, IOS

What’s in it for you:

This is a regular full-time position with competitive compensation package, excellent benefits including medical, dental, and vision insurances (all of which start on your first day), health savings account employer contributions (when enrolled in high deductible medical plan), cafeteria plan pre-taxed benefits (FSA, dependent care FSA, commute reimbursement accounts), travel reimbursement for medical care, noncontributory basic life insurance & short/ long term disability.  Additionally, we offer:

• Emotional health support for you and your loved ones
• Legal / financial / identity theft/ pet and child referral assistance
• Paid parental leave, paid holidays, travel assistance for personal trips and PTO
• Wellness/ cultural committee/charity events

iRhythm also provides additional benefits including 401(k) (with company match), an Employee Stock Purchase Plan, pet insurance discount, unlimited amount of Linked In Learning classes, and so much more!

FLSA Status: Exempt

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