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Escalation Support Engineer
Confirmed live in the last 24 hours
Experience Level
Desired Skills
Customer Service
  • Demonstrated ability to read 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%
  • Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect
  • Intellectual Horsepower - Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile
  • Composure - Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis
  • Functional/Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment
  • Self-Knowledge - Knows personal strengths, weaknesses, opportunities, and limits; seeks feedback; gains insights from mistakes; is open to criticism; isn't defensive; is receptive to talking about shortcomings; looks forward to balanced (+'s and -'s) performance reviews and career discussions
  • 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 be a leader in the metrics around escalated cases and FSE support tickets
  • Be a technical subject matter expert on Outset Medical products and the accompanying software ecosystem
  • Supports and trains ESE I peers on core team functions (Cases, FSE Support)
  • 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
  • Added responsibilities for a ESE II include the ability to perform console validations and console service history reviews
Desired Qualifications
  • Associates degree in Engineering (Electrical, Mechanical or Fluidics) strongly preferred or military equivalent
  • 2+ Years as an Outset Technical Service Engineer or equivalent external experience
  • Medical device experience is a plus
Outset Medical

501-1,000 employees

Dialysis medial equipment manufacturer
Company Overview
Outset Medical is on a mission to transform the dialysis experience – one of the largest, most expensive, and stagnant areas of healthcare. The company is focused on creating change, driving widespread adoption of new technology, and delivering on the promise of an improved experience for patients and lower cost of care for healthcare providers.
  • Medical, dental, & vision
  • Life Insurance/AD&D
  • FSA & HSA
  • 401k
  • Parental leave
  • Pet insurance
  • Tuition reimbursement
  • PTO
  • Company events
Company Core Values
  • Farther
  • Faster
  • Together