Technical Support Engineer II

We are looking for a talented and driven Technical Support Engineer to join our high-powered team. You will partner with software, firmware, quality assurance, mechanical and electrical engineering teams to provide great customer experience for revolutionary state of the art medication-verification and will-call systems that dramatically improve safety within pharmacies, long-term care facilities and hospitals. This is an extraordinary opportunity for someone who wants to play a high-impact role in a fast-paced organization with exciting technologies and top-notch engineers.

Responsibilities

Support customers, partners, prospects and field sales engineers through emails, knowledge base and phone support
Maintain records of activities including support calls, presentations, POC/Pilot deployments, and follow-up activities via existing CRM
Maintain contact with all clients to ensure high levels of client satisfaction
Debug and troubleshoot customer issues over remote desktop sharing
Build test environment to reproduce customer issues for escalations
Maintain the stability of the Support lab environment
Contribute to and maintain external and internal knowledge base
Demonstrate ability to interact and cooperate with all customers and company employees
Provide product training to internal/external users.
Build trust, value others, communicate effectively, drive execution, foster innovation, focus on the customer, collaborate with others, solve problems creatively and demonstrate high integrity
Maintain professional internal and external relationships that meet company core values

Profile

Minimum 2-3 years enterprise customer support and/or IT helpdesk experience
Strong Windows knowledge
Experience with electro-mechanical systems
Experience in installing and configuring client and server software
Strong knowledge in SQL Server, Active Directory, Group Policies, anti-virus/security software, patch and systems management tools, and debugging tools
Good writing skills for knowledge base and procedural articles
Strong troubleshooting skills
Experience in all aspects of customer relationship management

Education

BS Degree in Computer Science or equivalent

Workplace

We are in a cool new space in Mountain View (bordering Palo Alto) within walking distance of restaurants, shopping and the Cal-train station or a short bus or bike ride from the Mountain View Light Rail Station. We have a well-stocked kitchen, pay for all of your medical, dental and vision insurance premiums and we grant incentive stock options to all employees. We are working hard to get this life saving technology to market as quickly as possible while having fun in the process! PerceptiMed is an equal opportunity employer. We are committed to building a workforce that respects individual skills and diversity while embracing teamwork. We work hard together and we have fun together!

Please send your resume to jobs@perceptimed.com