Global Technical Support Specialist
6 - 10 years
United States
$80k - $87k/year
Full-time
Remote
1 month ago
About the role
If you’re inspired by improving lives, driven by innovation, and motivated to solve meaningful challenges, there’s a place for you at Senseonics. Senseonics is a medical technology company dedicated to transforming diabetes management through long-term, implantable continuous glucose monitoring systems. Our team is united by a shared mission: to deliver life-changing technology that empowers people with diabetes and the healthcare professionals who care for them.
At Senseonics, we put our customers first, challenge ourselves to innovate boldly, and embrace learning as we push the boundaries of what’s possible. We work with urgency, take ownership of our results, and collaborate as one team to deliver solutions that make a real difference. Working at Senseonics isn’t just a job—it’s an opportunity to help pioneer the future of diabetes care.
Job Summary:
We’re looking for a Global Technical Support Specialist who thrives at the intersection of problem-solving, data, and customer experience. In this role, you’ll take the lead on complex technical issues, using a structured and analytical approach to drive timely, accurate resolutions that directly impact our customers.
You won’t just solve problems—you’ll help prevent them. By identifying trends, improving support processes, and partnering closely with Product, Quality, and Engineering teams, you’ll play a key role in shaping how we deliver a best-in-class support experience globally.
Duties and Responsibilities:
accurately and timely
Knowledge, Skills, and Abilities:
At Senseonics, we put our customers first, challenge ourselves to innovate boldly, and embrace learning as we push the boundaries of what’s possible. We work with urgency, take ownership of our results, and collaborate as one team to deliver solutions that make a real difference. Working at Senseonics isn’t just a job—it’s an opportunity to help pioneer the future of diabetes care.
Job Summary:
We’re looking for a Global Technical Support Specialist who thrives at the intersection of problem-solving, data, and customer experience. In this role, you’ll take the lead on complex technical issues, using a structured and analytical approach to drive timely, accurate resolutions that directly impact our customers.
You won’t just solve problems—you’ll help prevent them. By identifying trends, improving support processes, and partnering closely with Product, Quality, and Engineering teams, you’ll play a key role in shaping how we deliver a best-in-class support experience globally.
Duties and Responsibilities:
- Lead advanced troubleshooting efforts for customer cases, using available product data, system information, and structured problem-solving to identify and resolve issues
accurately and timely
- Monitor and analyze support cases to identify trends, recurring issues, and opportunities for improvement
- Partner with cross-functional teams (e.g., Product, Quality, and Engineering) to share insights and support issue resolution
- Translate product information and updates into clear, user-friendly guidance for support teams and customers
- Review and enhance troubleshooting guides, knowledge articles, and support documentation to improve consistency and effectiveness
- Support the development and delivery of technical training for internal teams and our partners
- Drive a data-informed approach to improving support performance, including tracking key metrics and identifying areas for optimization
- Continuously evaluate and improve support processes, workflows, and tools to increase efficiency and customer satisfaction
- Stay current with product updates and changes, ensuring the team is aligned and prepared
Knowledge, Skills, and Abilities:
- 5+ years of experience in technical support, customer support, or a related role, with at least 1 year in a leadership or senior support capacity
- Strong troubleshooting and problem-solving skills, with the ability to break down issues and guide resolution
- Solid understanding of Bluetooth or device connectivity troubleshooting is required
- Analytical mindset with experience reviewing data or trends to identify patterns and improve outcomes
- Solid understanding of mobile devices (Android and iOS) and general troubleshooting of apps and connectivity
- Experience working with cross-functional teams to resolve issues and improve processes
- Ability to create and maintain clear, easy-to-follow documentation and support materials
- Strong communication skills, with the ability to explain technical concepts in simple, user-friendly terms
- Proven ability to coach and support team members in handling complex customer situations
- Highly organized with strong attention to detail and the ability to manage multiple priorities
- Experience with digital health or connected devices is a plus
- Familiarity with customer support tools and CRM systems (e.g., case management platforms) preferred
- Flexibility to support a global customer base, including work outside standard business hours (evenings, weekends, and holidays)
Skills
Medical Equipment ManufacturingCustomer Service