Global Technical Support Engineer

Give hope. Give health. Make your mark in the fight against cancer.

At Accuray, we make a direct and powerful impact on the lives of cancer patients every day — helping them live longer, better lives. But our commitment to innovation offers a truly unique opportunity: the chance to change the fight against cancer — helping to develop, introduce and support new treatment delivery systems and software that will give new hope and new health to cancer patients and cancer survivors around the world.

Accuray develops, manufactures and sells radiotherapy systems for alternative cancer treatments. Our radiation therapy for cancer makes treatment shorter, safer, personalized and more effective, ultimately enabling patients to live longer, better lives.

Job Description

The Global Technical Support Engineer (TSE) position is a critical role responsible for providing advanced troubleshooting support for Accuray’s globally installed Helical, Robotic, and Software Application Products. Operating within the Global Technical Support team, this role delivers expert-level support to regional technical support teams, field service engineers, and customers worldwide. The TSE will also provide key insights to product development teams on design/reliability improvements, systemic issues, service enhancements, and user experience feedback. This role is pivotal in strengthening the knowledge and efficiency of the global field service team by identifying opportunities for improvement and delivering actionable solutions. The ideal candidate will be highly organized, possess excellent communication skills, and demonstrate the ability to operate with a high
sense of urgency in a dynamic environment. Participation in an on-call rotation for weekends and holidays is also required

REPORTING TO/DEPARTMENT:
This position will report into the Director of Global Technical Support.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Drive Performance and Customer Satisfaction:
• Improve measurable performance metrics of the installed base, including uptime, error
rates, mean time between unscheduled events, and overall customer satisfaction.
Technical Support and Issue Resolution:
• Provide remote support and detailed action plans to regional service teams and customers
through various communication channels, including phone, email, and text.
• Actively monitor and manage global service escalations through the established escalation workflow.
• Utilize remote diagnostic and service-software tools to identify and resolve issues promptly.
Collaboration and Communication:
• Serve as a communication bridge between regional field teams, engineering, and management, ensuring clear and actionable resolution paths for escalated issues.
• Facilitate routine technical forums with global service teams to provide training, knowledge sharing, updates on technical tips, and review of service bulletins.

Critical Site Support:
• Assist with managing critical or high-visibility customer sites by conducting remote or on-
site system audits to address extensive issues and enhance satisfaction.
• Be available to travel to critical sites on short notice to support escalated issues and drive
customer satisfaction.
Data-Driven Service Improvement:
• Contribute to service improvement projects by providing data analysis, investigation
assistance, and updates to service documentation.
• Leverage insights from the global installed base to propose and support initiatives that enhance serviceability and reliability.
Serviceability and Improvement Initiatives:
• Support NPI PDTs in the development of new products focused on serviceability and reliability.
• Lead and contribute to key service improvement initiatives aimed at enhancing system reliability, serviceability, and overall customer experience.
• Spearhead the development and implementation of tools, processes, and workflows that drive efficiency and cost-effectiveness in global service operations.
• Collaborate with cross-functional teams to identify systemic challenges and deploy