Global Technical Support Engineer II - Digital

About Us:

How many companies can say theyve been in business for over 177 years!

Here at ZEISS we certainly can! As the pioneers of science ZEISS handles everchanging environments in a fastpaced 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 42000 employees and have over 4000 in the US and Canada alone! Make a difference come join the team!

Location/Region: This position is located in Dublin CA.

Whats the role

The Global Technical Support Engineer II 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

Heres what youll 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 onsite 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

Additional Responsibilities:

• Support Global Service organization in implementation of projects in exceptional cases on special request

Do you qualify

• BA/BS in Engineering preferred
• Minimum of three (3) years experience as a Technical Support Engineer preferably within the medical device industry
• Two (2) years experience in Microsoft Azure support preferred.
• Strong understanding of Azure Cloud ecosystem. 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 problemsolving 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 a readiness to travel internationally
• Experience 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 annual pay range for this position is $38 $48 per hour.

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:

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).