Support Engineer

• Provide remote technical support to customers via phone, email, or virtual platforms.
• Diagnose and resolve hardware, software, connectivity, and operational issues using POC (point-of-care) diagnostic equipment.
• Guide customers through troubleshooting procedures and best practices.
• Document complex technical issues and route them to the appropriate internal teams (e.g., Field Service, HSC, and R&D).
• Collect and analyze device logs, performance data, and error codes to support root cause analysis.
• Create and manage service cases in the CRM/ticketing system using detailed and accurate information.
• Follow up on unresolved issues and ensure timely communication with customers to drive issue resolution and customer satisfaction.
• Communicate effectively with healthcare professionals, laboratory technicians, and end users.

Remote Services Engineer / Support Engineer

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Technical Support Architect

Customer Support Consultant – Bilingual

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