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# Technical Product Support Specialist II

- **Company:** ZOLL Medical Corporation
- **Location:** Eden Prairie, MN, United States (Remote available)
- **Experience:** Experienced
- **Salary:** $37,440.0 - $58,240.0
- **Contract:** Permanent contract
- **Skills:** Confluence, JIRA, Software as a Service, Collaborative Software, Medical Software, Microsoft SQL Server, Salesforce.Com, Vmware
- **Published:** October 22, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=8f494100535d49da

## About the Role

* Experience: 2-4 years in technical product or customer support, ideally in Enterprise and/or SaaS healthcare software.
 * * Advanced Technical Expertise: Strong working knowledge of enterprise software components-including SQL Server, networking, VMware, and operating systems-allowing for efficient, high-quality technical support and troubleshooting.
 * * Analytical Problem Solving: Proven ability to identify root causes of complex issues and deliver sustainable technical solutions, clearly documented using the ZOLL Diagnostic Method (ZDM) for rapid resolution and internal knowledge sharing.
 * Soft Skills: Exceptional communication and documentation skills, solid problem-solving ability, and a customer-centric mindset.
 * Mindset & Values: Enthusiastic about helping others, thrives in a fast-paced environment, and brings curiosity and resilience to every challenge.
 * Education: High school diploma required; a bachelor's degree or equivalent professional experience is preferred.

## Description

* Manage advanced troubleshooting for assigned ZOLL enterprise products, using analytical skills to identify root causes of technical issues (e.g., DB, OS, Networking), adhering to ZDM for complete documentation in Salesforce.
 * Handle complex technical issues independently, escalating only critical or unresolved problems to senior team members or CSO teams (e.g., Software Support, Implementation) or other departments (e.g., Product/R&D, SRE, IT App Hosting, Sales) as necessary, using Atlassian Jira Service Desk for handoffs.
 * Collaborate with other CSO teams or departments to address technical issues that span across multiple products or systems, ensuring seamless cross-product support, using Microsoft Teams or Slack for resource navigation.
 * Contribute to the knowledge base, creating and updating articles with solutions to complex technical problems (KB Create) and sharing insights with the team, linking relevant KB articles (KM Linking %) in Salesforce and Atlassian Confluence.
 * Identify technical trends through customer case analysis, proposing preventative support initiatives to reduce recurring issues, swarming in collaboration channels to enhance reputation as a technical expert.
 * Take a proactive approach by recognizing potential technical challenges and addressing them before they escalate, ensuring compliance with initial response and ANRD.
 * Cross-train on additional technical components within the suite (e.g., SQL Server, VMware), gaining a broader understanding of the ZOLL product ecosystem, using tools like Salesforce and Microsoft Teams.
 * Facilitate incident management processes, coordinating team responses to ensure timely resolution of high-priority technical cases or outages and adherence to SLAs, using Atlassian Jira Service Desk and Microsoft Teams.
 * Optimize hybrid meeting structures and remote team productivity guidelines, using virtual collaboration tools like Microsoft Teams, Slack, and LogMeIn Rescue to maintain technical service excellence.
 * Adhere to customers' preferred contact methods (e.g., Five9, email, LogMeIn Rescue) and monitor technical bugged cases in Pending Internal Status on a regular cadence, ensuring compliance with ANRD and resource engagement

What Success Looks Like

 * Timely, Responsive Support: Consistently meet or exceed response time goals (e.g., initial response and ANRD) while resolving moderately complex technical issues with speed and precision.
 * High-Quality Documentation: Maintain accurate, detailed, and ZDM-aligned case notes in Salesforce that ensure clarity, enable effective handoffs, and support team-wide visibility.
 * Customer-Centric Communication: Adhere to customer-preferred contact methods and deliver proactive, personalized technical assistance through channels like Five9, email, or LogMeIn Rescue.
 * Cross-Team Navigation & Escalation: Efficiently route technical issues to the appropriate internal teams (e.g., R&D, SRE, Software Support) using Jira Service Desk and Teams, with appropriate severity classification.
 * Knowledge & Collaboration Leadership: Drive improvements in KM metrics (e.g., KM Linking %, KB Create) by authoring high-quality content and actively supporting peers through swarming in Microsoft Teams and Slack.