Customer Care Technical Support Engineer
Career-defining. Life-changing.
At iRhythm, you’ll have the opportunity to grow your skills and your career while impacting the lives of people around the world. iRhythm is shaping a future where everyone, everywhere can access the best possible cardiac health solutions. Every day, we collaborate, create, and constantly reimagine what’s possible. We think big and move fast, driven by our commitment to put patients first and improve lives. We need builders like you. Curious and innovative problem solvers looking for the chance to meaningfully shape the future of cardiac health, our company, and your career
About This Role:
The Customer Care Technical Support Engineer interacts closely with our Advanced Customer Care Advocates and engineering resources in resolving issues newly discovered in our product service offerings. This is a challenging, investigative work across multiple technologies. Candidates will be curious and thrive in performing root cause analysis, discovery, and the use of critical thinking skills to solve complicated issues, document findings, and develop solutions. Our work environment is fast-paced, with a collaborative atmosphere. Most of all, we are passionate about delivering innovations that improve the quality of health care and the patient’s experience. We are looking for like-minded individuals to join our team today!
What You Will Be Doing
Provide superior technical knowledge, support, and troubleshooting to internal and external stakeholders.
Responsible for the timely analysis, troubleshooting, and resolution of tier 3 level service incidents while adhering to departmental procedures.
Reviews tickets escalated from Tier 2 support staff for timely resolution.
Execute SQL scripts, analyze SQL statements, and perform data analysis for compliance reporting.
Use of in-house tracking applications to record, track progress, and escalate application issues.
Advanced Reporting: ability to create ad-hoc reports as needed for Customer Care or other internal stakeholders (Salesforce, Tableau, Excel, SQL).
Application Support: Gains an in-depth understanding of application functionality and the business processes supported by these applications to assist users.
Hardware Support: provides hardware/software troubleshooting support on in-house products.
Splunk: identify recurring trends, recommend solutions for permanent resolution.
Assists with various application testing activities and internal projects as needed.
Ability to operate in a fast-moving, team-oriented, collaborative environment with tight deadlines.
Maintain a high level of customer service at all times.
What We Need To See
At least 5-10 years of customer service experience with at least 2-3 years of experience in providing tier 3 technical/escalation support, IT, or software engineering preferred.
Must have experience in at least one of the areas below:
Boomi, SQL, Splunk, Mirth, Tableau
Familiarity with mobile app platforms: Android, IOS
Bachelor's or equivalent combination of education and experience.
Proficient with Microsoft Office - Word, Excel, and PowerPoint preferred.
Experience with Customer Relationship Management software; Salesforce.com preferred.
Candidates must possess strong verbal and written English communication skills.
Ways to Stand Out
Experience supporting a call center environment.
Must be flexible, able to adapt quickly and positively to change, and able to handle a fast-paced growth company environment.
Demonstrates a strong analytical background to identify, triage, and recommend troubleshooting with software applications.
Assumes initiative and ownership of issues and resolutions.
Willingness to learn and adapt new skills/technology.
Demonstrates commitment to helping people and resolving issues, including those that require independent thinking and sound judgment skills not covered specifically in manuals or procedures.
Strong commitment to quality.
Ability to develop, test, and execute SQL scripts required to extract data for analysis and testing.
iRhythm Technologies provides 24/7 support for our patients. Please note that on occasion, you may be required to work weekends, holidays, and/or other shift hours based on business need.
We require that all employees have the following technical requirements:
· 50mbps+ for a single person online
· 100Mbps+ if family is online together
Location:
Remote - US
Actual compensation may vary depending on job-related factors including knowledge, skills, experience, and work location.
Estimated Pay Range
$56,000.00 - $70,000.00
As a part of our core values, we ensure an inclusive workforce. We welcome and celebrate people of all backgrounds, experiences, skills, and perspectives. iRhythm Technologies, Inc. is an Equal Opportunity Employer. We will consider for employment all qualified applicants with arrest and conviction records in accordance with all applicable laws.
iRhythm provides reasonable accommodations for qualified individuals with disabilities in job application procedures, including those who may have any difficulty using our online system. If you need such an accommodation, you may contact us at taops@irhythmtech.com
About iRhythm Technologies iRhythm is a leading digital healthcare company that creates trusted solutions that detect, predict, and prevent disease. Combining wearable biosensors and cloud-based data analytics with powerful proprietary algorithms, iRhythm distills data from millions of heartbeats into clinically actionable information. Through a relentless focus on patient care, iRhythm’s vision is to deliver better data, better insights, and better health for all.
Make iRhythm your path forward. Zio, the heart monitor that changed the game.
There have been instances where individuals not associated with iRhythm have impersonated iRhythm employees pretending to be involved in the iRhythm recruiting process, or created postings for positions that do not exist. Please note that all open positions will always be shown here on the iRhythm Careers page, and all communications regarding the application, interview and hiring process will come from a @irhythmtech.com email address. Please check any communications to be sure they come directly from @irhythmtech.com email address. If you believe you have been the victim of an imposter or want to confirm that the person you are communicating with is legitimate, please contact taops@irhythmtech.com. Written offers of employment will be extended in a formal offer letter from an @irhythmtech.com email address ONLY.
For more information, see https://www.ftc.gov/business-guidance/blog/2023/01/taking-ploy-out-employment-scams and https://www.ic3.gov/Media/Y2020/PSA200121
About the job
Apply for this position
Customer Care Technical Support Engineer
Career-defining. Life-changing.
At iRhythm, you’ll have the opportunity to grow your skills and your career while impacting the lives of people around the world. iRhythm is shaping a future where everyone, everywhere can access the best possible cardiac health solutions. Every day, we collaborate, create, and constantly reimagine what’s possible. We think big and move fast, driven by our commitment to put patients first and improve lives. We need builders like you. Curious and innovative problem solvers looking for the chance to meaningfully shape the future of cardiac health, our company, and your career
About This Role:
The Customer Care Technical Support Engineer interacts closely with our Advanced Customer Care Advocates and engineering resources in resolving issues newly discovered in our product service offerings. This is a challenging, investigative work across multiple technologies. Candidates will be curious and thrive in performing root cause analysis, discovery, and the use of critical thinking skills to solve complicated issues, document findings, and develop solutions. Our work environment is fast-paced, with a collaborative atmosphere. Most of all, we are passionate about delivering innovations that improve the quality of health care and the patient’s experience. We are looking for like-minded individuals to join our team today!
What You Will Be Doing
Provide superior technical knowledge, support, and troubleshooting to internal and external stakeholders.
Responsible for the timely analysis, troubleshooting, and resolution of tier 3 level service incidents while adhering to departmental procedures.
Reviews tickets escalated from Tier 2 support staff for timely resolution.
Execute SQL scripts, analyze SQL statements, and perform data analysis for compliance reporting.
Use of in-house tracking applications to record, track progress, and escalate application issues.
Advanced Reporting: ability to create ad-hoc reports as needed for Customer Care or other internal stakeholders (Salesforce, Tableau, Excel, SQL).
Application Support: Gains an in-depth understanding of application functionality and the business processes supported by these applications to assist users.
Hardware Support: provides hardware/software troubleshooting support on in-house products.
Splunk: identify recurring trends, recommend solutions for permanent resolution.
Assists with various application testing activities and internal projects as needed.
Ability to operate in a fast-moving, team-oriented, collaborative environment with tight deadlines.
Maintain a high level of customer service at all times.
What We Need To See
At least 5-10 years of customer service experience with at least 2-3 years of experience in providing tier 3 technical/escalation support, IT, or software engineering preferred.
Must have experience in at least one of the areas below:
Boomi, SQL, Splunk, Mirth, Tableau
Familiarity with mobile app platforms: Android, IOS
Bachelor's or equivalent combination of education and experience.
Proficient with Microsoft Office - Word, Excel, and PowerPoint preferred.
Experience with Customer Relationship Management software; Salesforce.com preferred.
Candidates must possess strong verbal and written English communication skills.
Ways to Stand Out
Experience supporting a call center environment.
Must be flexible, able to adapt quickly and positively to change, and able to handle a fast-paced growth company environment.
Demonstrates a strong analytical background to identify, triage, and recommend troubleshooting with software applications.
Assumes initiative and ownership of issues and resolutions.
Willingness to learn and adapt new skills/technology.
Demonstrates commitment to helping people and resolving issues, including those that require independent thinking and sound judgment skills not covered specifically in manuals or procedures.
Strong commitment to quality.
Ability to develop, test, and execute SQL scripts required to extract data for analysis and testing.
iRhythm Technologies provides 24/7 support for our patients. Please note that on occasion, you may be required to work weekends, holidays, and/or other shift hours based on business need.
We require that all employees have the following technical requirements:
· 50mbps+ for a single person online
· 100Mbps+ if family is online together
Location:
Remote - US
Actual compensation may vary depending on job-related factors including knowledge, skills, experience, and work location.
Estimated Pay Range
$56,000.00 - $70,000.00
As a part of our core values, we ensure an inclusive workforce. We welcome and celebrate people of all backgrounds, experiences, skills, and perspectives. iRhythm Technologies, Inc. is an Equal Opportunity Employer. We will consider for employment all qualified applicants with arrest and conviction records in accordance with all applicable laws.
iRhythm provides reasonable accommodations for qualified individuals with disabilities in job application procedures, including those who may have any difficulty using our online system. If you need such an accommodation, you may contact us at taops@irhythmtech.com
About iRhythm Technologies iRhythm is a leading digital healthcare company that creates trusted solutions that detect, predict, and prevent disease. Combining wearable biosensors and cloud-based data analytics with powerful proprietary algorithms, iRhythm distills data from millions of heartbeats into clinically actionable information. Through a relentless focus on patient care, iRhythm’s vision is to deliver better data, better insights, and better health for all.
Make iRhythm your path forward. Zio, the heart monitor that changed the game.
There have been instances where individuals not associated with iRhythm have impersonated iRhythm employees pretending to be involved in the iRhythm recruiting process, or created postings for positions that do not exist. Please note that all open positions will always be shown here on the iRhythm Careers page, and all communications regarding the application, interview and hiring process will come from a @irhythmtech.com email address. Please check any communications to be sure they come directly from @irhythmtech.com email address. If you believe you have been the victim of an imposter or want to confirm that the person you are communicating with is legitimate, please contact taops@irhythmtech.com. Written offers of employment will be extended in a formal offer letter from an @irhythmtech.com email address ONLY.
For more information, see https://www.ftc.gov/business-guidance/blog/2023/01/taking-ploy-out-employment-scams and https://www.ic3.gov/Media/Y2020/PSA200121