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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Engineer - **Company:** Trumed Systems Incorporated - **Location:** San Diego, CA, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** JIRA, Issue Tracking Systems, Remote Desktop Services, Remote Service Software, Salesforce.Com, Software Engineering, Diagnostic Tools, 3-tier Architectures, Zendesk, Servicenow - **Published:** September 24, 2026 - **Apply:** https://www.thejobnetwork.com/job/b50560ce-f20a-4f2a-8333-dd3965c5abff/technical-support-engineer ## About the Role * Strong hands-on experience with electro-mechanical hardware. * Familiarity with refrigeration systems. * Familiarity with remote desktop software and remote support tools. * Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users clearly and concisely. * Strong customer service skills with a professional, friendly, and patient demeanor. * Strong analytical skills and the ability to diagnose and resolve technical issues efficiently. * Ability to think critically and troubleshoot complex problems while maintaining a calm and positive attitude. * Ability to document issues, resolutions, and customer interactions accurately and thoroughly. * Detail-oriented, with excellent time management and multitasking abilities. * Ability to work effectively both independently and as part of a team in a fast-paced, dynamic environment. * Willingness to learn, share knowledge, and contribute to a collaborative team environment. Desired Experience: * Minimum 2 years of experience in technical support or a related customer-facing role, preferably within a technology or healthcare environment. * Proven experience troubleshooting electro-mechanical hardware, refrigeration and control systems, and software. * Experience with customer service tools, ticketing systems (e.g., Zendesk, Jira, ServiceNow), and CRM software (e.g., Salesforce). * Experience with software installation, configuration, and updates. * Proficiency in using diagnostic tools to identify, troubleshoot, and resolve technical issues. Work Environment: * All employees must adhere to the TruMed Systems, Inc. Employee Handbook, demonstrating respect, professionalism, and alignment with company values and policies. * Flexibility to work a varied schedule as needed. ## Description The Technical Support Engineer will provide Tier 2 support for complex hardware and software issues, collaborate with Tier 1 and Tier 3 teams, and contribute to continuous process improvement., * Advanced Troubleshooting: Provide Tier 2 support for technical issues related to TruMed's complex electro-mechanical hardware, refrigeration and control systems, using advanced diagnostic techniques to resolve problems efficiently. * Escalation Handling: Act as the point of escalation for unresolved Tier 1 issues. Analyze cases, develop solutions, and guide customers or Tier 1 associates through the resolution process. Escalate to Tier 3 when necessary. * Customer Interaction: Communicate with customers via phone, email, and chat, providing timely updates and ensuring a positive support experience with empathy and professionalism. * Mentorship: Assist Tier 1 associates by sharing troubleshooting best practices and offering guidance on complex issues. Contribute to the training and development of the Tier 1 team. * System Installations & Upgrades: Support customers with advanced installations, upgrades, and configuration of TruMed's software and electro-mechanical hardware, ensuring compliance with company standards and customer requirements. * Documentation & Reporting: Accurately document troubleshooting steps, resolutions, and interactions in the customer service management system (e.g., Salesforce). Contribute to the creation of knowledge base articles to streamline future issue resolution. * Proactive Problem Identification: Monitor support trends, identify recurring issues, and collaborate with Tier 3 to drive improvements in processes and product reliability. * Customer Education: Educate customers on product functionality and best practices to ensure optimal use and reduce support needs. * Team Collaboration: Work closely with internal teams and customers, fostering teamwork and maintaining a professional, timely approach to service delivery. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Psychological Safety in Software Engineering - Jenny-Margrethe Vej & Alexandra Hou Aldershaab](https://www.wearedevelopers.com/videos/2142-psychological-safety-in-software-engineering-jenny-margrethe-vej-alexandra-hou-aldershaab) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Best Job Boards for Remote Work for Developers](https://www.wearedevelopers.com/magazine/290-best-job-boards-for-remote-work-for-developers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)