Technical Support Engineer

The Technical Support Engineer delivers Tier 2 troubleshooting and escalation support for TruMed’s vaccine storage and handling solutions.

Responsibilities

• Provide Tier 2 support for complex technical issues involving TruMed’s electro-mechanical hardware, refrigeration systems, and control systems.
• Use advanced diagnostic techniques to identify faults and drive efficient problem resolution.
• Serve as the point of escalation for unresolved Tier 1 cases; analyze incidents, develop solutions, and guide customers or Tier 1 associates through resolution steps.
• Escalate to Tier 3 when needed and coordinate follow-through to closure.
• Communicate with customers via phone, email, and chat to provide timely status updates with empathy and professionalism.
• Support Tier 1 associates by sharing troubleshooting best practices and guidance on complex issues.
• Contribute to Tier 1 training and development.
• Help customers with advanced installations, upgrades, and configuration of TruMed software and electro-mechanical hardware.
• Ensure installations and setups align with company standards and customer requirements.
• Document troubleshooting steps, findings, resolutions, and customer interactions accurately in the customer service management system (e.g., Salesforce).
• Contribute to creating and updating knowledge base articles to reduce repeat issues.
• Monitor support trends, identify recurring problems, and collaborate with Tier 3 to improve processes and product reliability.
• Educate customers on product functionality and best practices to optimize usage and minimize support needs.
• Work with internal teams and customers to maintain a professional, timely, service-focused approach.

Requirements

• 2+ years of experience in technical support or a related customer-facing role.
• 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, including clear explanations of technical concepts to non-technical users.
• Strong customer service skills and a professional, friendly, patient demeanor.
• Strong analytical and diagnostic skills to troubleshoot and resolve issues efficiently.
• Ability to think critically and troubleshoot complex problems while maintaining a calm, positive attitude.
• Ability to document issues, resolutions, and customer interactions thoroughly and accurately.
• Detail-oriented with strong time management and multitasking abilities.
• Ability to work effectively independently and as part of a team in a fast-paced environment.
• Willingness to learn, share knowledge, and contribute in a collaborative environment.

Technologies

• Salesforce
• Zendesk
• Jira
• ServiceNow
• Remote desktop software

Department and Reporting

• Department: Technical Services
• Reports to: Technical Services Manager

Location and Work Details

• Location: San Diego, CA (In Office)
• Exempt: Yes
• Work environment: Must follow the TruMed Systems, Inc. Employee Handbook and demonstrate respect, professionalism, and alignment with company values and policies.
• Schedule: Flexibility to work a varied schedule as needed.

Compensation

• Salary: USD 60,000 - 75,000 per year

TruMed Systems, Inc. provides vaccine storage and handling solutions for clinics, health systems, and public healthcare facilities across the U.S., including the AccuVax Vaccine Management System and AccuShelf Inventory Management System.