Global Technical Escalation Engineer

ZEISS Group

Key technical resource for Zeiss Meditec products, collaborating with engineers and resolving escalations. Involves project support, documentation, and communication with global teams.

Posted 7/29/2026full-timeRemote • California, Connecticut, Minnesota • 🇺🇸 United StatesMid-LevelSenior💰 $40,000 - $61,000 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong technical proficiency in resolving escalations and providing support for Zeiss Meditec products, with a focus on collaboration and continuous improvement. Capable of effective communication and documentation to ensure alignment with service requirements and customer needs.

Highest-signal resume keywords

Technical SupportField Support EngineeringProblem-Solving SkillsRemote Support SystemsFluent in English

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Escalation EngineeringElectronicsOpticsSoftware AdjustmentDatabase HandlingMySQLInterBaseNetwork ManagementOperating SystemsOptical Instruments Mechanics

Soft Skills

Excellent Communication SkillsInterpersonal SkillsAnalytical AbilitiesStructured Problem-SolvingSocial Skills

Tools & Technologies

Ticketing SystemsRemote Login ToolsKnowledge Base Management

Industry Keywords

Medical Device IndustryInternational Project TeamsTraining Courses

Tech Stack

Tools & technologies

MySQL

About the role

Key responsibilities & impact

Serve as a key technical resource for Field Service Engineers, Affiliates, and Distributors by providing technical support, resolving escalations, and contributing to continuous improvement initiatives for Zeiss Meditec products
Act as the primary point of contact for technical inquiries and integration solutions from Field Service Engineers, Affiliates, and Distributors
Provide support through ticketing systems, telephone, email, and remote login tools
Address escalations on-site at domestic and international customer locations when necessary
Assist in managing and resolving complex technical escalations in a timely and effective manner
Ensure proper documentation and communication of solutions to stakeholders
Work closely with global support and engineering teams to resolve technical issues and address customer concerns
Foster cross-functional communication to drive alignment and efficiency
Contribute to the creation and maintenance of a robust knowledge base by documenting resolutions and field issues
Provide feedback to Quality and Engineering teams to support continuous improvement initiatives
Support the Global Service organization with project implementation on an exceptional basis or upon special request
Act as the service representative in relevant development projects, ensuring alignment with service requirements and customer needs
Perform additional tasks as requested by the immediate manager to support organizational goals

Requirements

What you’ll need

BA/BS in Engineering preferred
Minimum of approximately five (5) years’ experience as a Field Support Engineer or a Technical Escalation Engineer, preferably within medical device industry
High degree of technical proficiency, excellent structured problem-solving skills, and strong analytical abilities
Good Experience with electronics, optics, software, adjustment of optical instruments mechanics, personal computers, operating systems
IT-experiences: handling databases (InterBase, MySQL), networks
Experience with remote support systems
Excellent communication and interpersonal skills
Experience in collaborating in international project teams as well as readiness to travel internationally
Experienced in conducting training courses preferred
Must have a confident manner and good social and methodological skill
Strong verbal and written communication skills
Fluent in English; proficiency in Spanish and German preferred.

Benefits

Comp & perks

Medical
Vision
Dental
401k Matching
Employee Assistance Programs
Vacation and sick pay