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Resmed · 12 hours ago

Technical Support Engineer, Tier 2

United States

Full-time

Remote

Entry, Mid Level

$32.97/hr - $49.45/hr

2+ years exp

ResMed is a company that focuses on cloud-based patient management software and aims to positively impact customers' businesses and patients' lives. The Technical Support Engineer, Tier 2 role involves providing technical and engineering support to customers and internal teams, managing escalated customer cases, and ensuring effective communication and resolution of software issues.

Health CareHealth DiagnosticsMedicalMedical Device

H1B Sponsor Likely

Responsibilities

Triage and prioritize escalated customer cases from the Customer Support team

Communicate with customers to precisely define software cases

Use SQL server database queries and scripts to gather detailed information on customer support cases

Identify and provide workarounds for customer cases whenever possible

Design, test and implement data scripts

Communicate case resolutions to customers

Provide best practice direction on software use to help users avoid recurrence of cases

Document software defects using defect tracking system and report defects to software engineers

Qualification

SQLData analysisHealthcare softwareBrightree softwareWindows operating systemCall center experienceCustomer SupportInterpersonal skillsCommunication skillsAttention to detail

Required

2+ years of work experience, preferably in a healthcare software environment

Must demonstrate an ability to learn complex business software and master best practice use of the software

Must have excellent attention to detail and the understanding of how to investigate and trouble-shoot software issues and find workarounds to those issues

Must have strong technical skills, including an ability to understand complex SQL syntax for investigating software issues and making changes to data

Strong analytical capabilities, data analysis techniques and common database query skills

Strong commitment to quality and ability to work closely and communicate effectively with software engineers and product managers

Strong interpersonal and communication skills

Experience working in a SaaS model a plus

Proficient in the Windows operating system

Ability to manage multiple concurrent priorities and meeting deadlines

Bachelor's Degree or Equivalent Experience

2+ years of SQL experience, preferably in SQL Server

Brightree software experience

Basic understanding of the DME industry

Basic understanding of medical billing

Call center experience

Customer Support

Benefits

Comprehensive medical

Vision

Dental

Life

AD&D

Short-term and long-term disability insurance

Sleep care management

Health Savings Account (HSA)

Flexible Spending Account (FSA)

Commuter benefits

401(k)

Employee Stock Purchase Plan (ESPP)

Employee Assistance Program (EAP)

Tuition assistance

Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment

Receive 11 paid holidays plus 3 floating days

Are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members

Company

Resmed

Glassdoor4.0

ResMed provides medical devices to treat and manage sleep apnea and pulmonary diseases.

Founded in 1989

Sydney, New South Wales, AUS

5001-10000 employees

https://www.resmed.com.au

H1B Sponsorship

Resmed has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (18)

2024 (16)

2023 (10)

2022 (21)

2021 (16)

2020 (16)