Senior Technical Services – Ongoing Support Specialist, Touch Surgery Ecosystem

Role Overview

• Serve as a Tier 2 escalation point for complex customer issues related to surgical video capture, livestreaming, cloud connectivity, and device performance
• Provide remote technical troubleshooting, with occasional on-site support as required
• Diagnose and resolve issues related to:
• Network configuration, firewalls, and secure hospital environments
• Video quality, stream reliability, and data upload failures
• Device connectivity to DNS, NTP, proxy servers, and cloud services
• Leverage device logs, telemetry tools, and system diagnostics to identify root causes and implement fixes
• Support customers across the full lifecycle: pre-sales technical support, implementation, go-live, and post-go-live
• Assist with pre-installation site surveys, system installations, maintenance, and upgrades
• Partner with Product Engineering, Implementation Specialists, and Field Service Engineers to ensure a seamless customer experience
• Act as a technical bridge between Tier 1 support and Engineering, escalating issues with clear documentation and actionable insights
• Collaborate closely with Product, Engineering, Sales, and Customer Success teams
• Serve as a voice of the customer, feeding real-world insights into product and service improvements
• Contribute to the design and refinement of global support processes, tools, and escalation paths
• Support the transition toward Tier 3 support and serviceability, including proactive issue detection and prevention
• Participate in incident reviews, documentation improvements, and knowledge sharing across the global team

Requirements

• Bachelor’s degree with 4+ years of relevant experience in a technical support, field service, or customer-facing technical role, supporting both B2B and end users, OR Advanced degree with 2+ years of relevant experience in a technical support, field service, or customer-facing technical role, supporting both B2B and end users.
• Experience / comfort engaging with hospital IT teams, clinicians, and internal stakeholders
• Prior experience supporting technology in healthcare, medical devices, or regulated environments
• Prior experience with surgical video capture, HD/4K video processing, MIS (minimally invasive surgery) video integration, video encoding/decoding, and hardware/software solutions for real-time OR video workflows.
• Strong experience troubleshooting software and hardware in live production environments
• Demonstrated experience working with network infrastructure, including:
• IP addressing
• Firewall rules and secure network environments
• DNS, NTP, and proxy configuration
• Ability to interpret device logs and telemetry data to diagnose issues remotely
• Excellent verbal and written communication skills, with the ability to explain complex technical issues to varied audiences
• Self-motivated, action-oriented, and comfortable working remotely with a high degree of autonomy
• Familiarity with cloud-based platforms, preferably AWS, including:
• Basic system architecture concepts
• Monitoring and troubleshooting cloud-connected systems
• Experience with Linux-based systems (user or support level)
• Hands-on experience with Jira, ServiceNow, ServiceMax, PagerDuty, or similar ticketing / incident management tools

Tech Stack

• AWS
• Cloud
• DNS
• Firewalls
• Linux
• ServiceNow

Benefits

• Health, Dental and vision insurance
• Health Savings Account
• Healthcare Flexible Spending Account
• Life insurance
• Long-term disability leave
• Dependent daycare spending account
• Tuition assistance/reimbursement
• Simple Steps (global well-being program)
• Incentive plans
• 401(k) plan plus employer contribution and match
• Short-term disability
• Paid time off
• Paid holidays
• Employee Stock Purchase Plan
• Employee Assistance Program
• Non-qualified Retirement Plan Supplement (subject to IRS earning minimums)
• Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums)