Technical Support Engineer II

Company Overview

Join us for an enriching journey with Outset, a trailblazing medical device company that is revolutionizing the field of dialysis. Our focus is to create one high performing team, obsessed with progress, in an atmosphere that is brimming with transformative opportunities. The heart of our mission is pioneering a groundbreaking technology that redefines the landscape of dialysis, streamlining complexity and cost, because patients deserve “better” now, not some day.  

At Outset we’re revolutionizing an industry and changing lives. We’re impacting what the future of dialysis looks like by creating a first-of-its-kind technology in order to reduce the cost and complexity of dialysis. FDA cleared for use across care settings, from the hospital to the clinic to the home, the Tablo® Hemodialysis System harnesses modern technology for a new holistic approach to dialysis care. We’re giving providers time back to focus on patient care. And we’re giving patients the power to take control of their life and get back to enjoying the things they love.

Position Overview:

This position will serve as the primary point of contact for existing Outset customers and our field, including clinical users, hospital-based users, home users and caregivers, and Outset field-based personnel. The Technical Support Engineer (TSE) role is responsible for ensuring that these various groups feel valued by Outset by understanding the customer’s needs and their environment to provide technical and clinical support for all Outset products. Technical Support Engineers will be expected to drive resolutions to customer challenges and drive escalation of issues that are unable to be resolved. Accurate citation of all complaints will be documented in Outset’s CRM. TSE’s must understand and adhere to processes while making recommendations to improve overall team efficiency and provide a superior level of customer support to drive increased satisfaction.

Technical Support Engineer works closely with Escalation Support Engineers, Product Support, Field Service Engineering, Clinical Field Specialists and Sales. TSE’s are the main point of contact for customer issues post-sales and will be the primary problem solver for any issues that customers may encounter. TSE’s will leverage all tools available to solve customer challenges in real time, enabling treatments to continue and mitigating the need to dispatch Outset Field Service teams. TSE’s are expected to be able to speak the customer language and coach the customer through any needed troubleshooting steps. Prior experience troubleshooting technical products in person or via telephone is crucial, as are strong computer skills.

The Technical Support Engineer will be expected to perform duties during their regularly scheduled shift as well as participate in an on-call, weekend, and holiday rotation. The ability to travel will be required for activities such as team meetings, trainings, and field ride-alongs.

Essential Job Functions and Responsibilities:

• Provides technical and clinical support to customers and field personnel including Sales and Service.
• Maintains documentation and detailed reporting via electronic format in Salesforce (CRM), which includes case creation, detailed description of inquiry or problem, and clear customer resolution.
• Consults with Escalation Support Engineers as required and apply technical knowledge to diagnose problems.
• Maintains open communication with local support teams to ensure problem resolution and customer satisfaction.
• Maintains problem ownership & accountability until issues are resolved or handed off to another department.
• Follows up on problems, identifies recurring issues, process status, and follow through with customer.
• Consistent leader in team KPIs, serving as a resource to TSE I peers.
• Coordinates and schedules remote software updates.
• Manages updating internal/external customer TabloHub accounts.
• Maintains a knowledge base of the products and services available to the customer.
• Operates within acceptable parameters and call handling expectations.
• Supports TSE I with escalated customer calls.
• Fosters positive customer relations by responding to complaints/inquires in a cooperative, supportive, and professional and efficient manner.
• Supports and assists in training TSE I for all core team functions.
• Serves as an onboarding partner for new hires in TSE role.
• Participates in new/ongoing projects providing input and identifies potential risks as related to the technical support role.

Required Qualifications:

• Associates degree in medical or technical field (preferred) with 1-2 years of experience or military equivalent. Two or more years of applicable