Summary

ZOLL Medical Corporation, an Asahi Kasei Group company, is a global leader in acute critical care medical devices and software solutions. Founded in 1980 and named after Dr. Paul Zoll, the pioneering cardiologist known as "The Father of Modern Cardiac Therapy," the company develops innovative technologies that advance emergency care and save lives. ZOLL provides a comprehensive portfolio of medical devices and software solutions including defibrillators and cardiac monitors, CPR feedback systems, therapeutic temperature management devices, ventilation equipment, and sleep apnea diagnostic tools. The company's products are used worldwide by healthcare professionals, EMS and fire personnel, and lay rescuers to treat patients with serious cardiopulmonary and respiratory conditions. ZOLL's flagship products include the LifeVest wearable cardioverter defibrillator, which has protected over one million patients, and the remedē System for treating central sleep apnea. With a focus on improving clinical outcomes and operational efficiencies, ZOLL combines cutting-edge technology with comprehensive training and support services to empower medical professionals and improve patient care across the continuum of emergency response and critical care.

Job description

What You'll Do

Manage advanced troubleshooting for assigned ZOLL enterprise products, using analytical skills to identify root causes of technical issues (e.g., DB, OS, Networking), adhering to ZDM for complete documentation in Salesforce.
Handle complex technical issues independently, escalating only critical or unresolved problems to senior team members or CSO teams or other departments as necessary, using Atlassian Jira Service Desk for handoffs.
Collaborate with other CSO teams or departments to address technical issues that span across multiple products or systems, ensuring seamless cross-product support, using Microsoft Teams or Slack for resource navigation.
Contribute to the knowledge base, creating and updating articles with solutions to complex technical problems and sharing insights with the team, linking relevant KB articles in Salesforce and Atlassian Confluence.
Identify technical trends through customer case analysis, proposing preventative support initiatives to reduce recurring issues, swarming in collaboration channels to enhance reputation as a technical expert.
Take a proactive approach by recognizing potential technical challenges and addressing them before they escalate, ensuring compliance with initial response and ANRD.
Cross-train on additional technical components within the suite (e.g., SQL Server, VMware), gaining a broader understanding of the ZOLL product ecosystem, using tools like Salesforce and Microsoft Teams.
Facilitate incident management processes, coordinating team responses to ensure timely resolution of high-priority technical cases or outages and adherence to SLAs, using Atlassian Jira Service Desk and Microsoft Teams.
Optimize hybrid meeting structures and remote team productivity guidelines, using virtual collaboration tools like Microsoft Teams, Slack, and LogMeIn Rescue to maintain technical service excellence.
Adhere to customers’ preferred contact methods (e.g., Five9, email, LogMeIn Rescue) and monitor technical bugged cases in Pending Internal Status on a regular cadence, ensuring compliance with ANRD and resource engagement.

What Success Looks Like

Timely, Responsive Support: Consistently meet or exceed response time goals while resolving moderately complex technical issues with speed and precision.
High-Quality Documentation: Maintain accurate, detailed, and ZDM-aligned case notes in Salesforce that ensure clarity, enable effective handoffs, and support team-wide visibility.
Customer-Centric Communication: Adhere to customer-preferred contact methods and deliver proactive, personalized technical assistance through channels like Five9, email, or LogMeIn Rescue.
Cross-Team Navigation & Escalation: Efficiently route technical issues to the appropriate internal teams using Jira Service Desk and Teams, with appropriate severity classification.
Knowledge & Collaboration Leadership: Drive improvements in KM metrics by authoring high-quality content and actively supporting peers through swarming in Microsoft Teams and Slack.

What You Bring

Experience: 2–4 years in technical product or customer support, ideally in Enterprise and/or SaaS healthcare software.
Advanced Technical Expertise: Strong working knowledge of enterprise software components—including SQL Server, networking, VMware, and operating systems—allowing for efficient, high-quality technical support and troubleshooting.
Analytical Problem Solving: Proven ability to identify root causes of complex issues and deliver sustainable technical solutions, clearly documented using the ZOLL Diagnostic Method (ZDM) for rapid resolution and internal knowledge sharing.
Soft Skills: Exceptional communication and documentation skills, solid problem-solving ability, and a customer-centric mindset.
Mindset & Values: Enthusiastic about helping others, thrives in a fast-paced environment, and brings curiosity and resilience to every challenge.
Education: High school diploma required; a bachelor’s degree or equivalent professional experience is preferred.

Requirements

2–4 years in technical product or customer support, ideally in Enterprise and/or SaaS healthcare software
Strong working knowledge of enterprise software components including SQL Server, networking, VMware, and operating systems
Proven ability to identify root causes of complex issues and deliver sustainable technical solutions
Exceptional communication and documentation skills
Solid problem-solving ability
Customer-centric mindset
High school diploma required
Bachelor’s degree or equivalent professional experience preferred

Benefits

Remote flexibility
Colorado HQ option
Competitive compensation
Comprehensive benefits
Mentorship
Career development

Company overview

ZOLL Medical Corporation, an Asahi Kasei Group company, is a global leader in acute critical care medical devices and software solutions. Founded in 1980 and named after Dr. Paul Zoll, the pioneering cardiologist known as "The Father of Modern Cardiac Therapy," the company develops innovative technologies that advance emergency care and save lives. ZOLL provides a comprehensive portfolio of medical devices and software solutions including defibrillators and cardiac monitors, CPR feedback systems, therapeutic temperature management devices, ventilation equipment, and sleep apnea diagnostic tools. The company's products are used worldwide by healthcare professionals, EMS and fire personnel, and lay rescuers to treat patients with serious cardiopulmonary and respiratory conditions. ZOLL's flagship products include the LifeVest wearable cardioverter defibrillator, which has protected over one million patients, and the remedē System for treating central sleep apnea. With a focus on improving clinical outcomes and operational efficiencies, ZOLL combines cutting-edge technology with comprehensive training and support services to empower medical professionals and improve patient care across the continuum of emergency response and critical care.