Technical Support Engineer

Technical Support Engineer provides Tier 2 troubleshooting and escalation support for vaccine storage and handling systems in San Diego, CA (onsite).

Responsibilities

• Deliver Tier 2 support for complex technical issues involving electro-mechanical hardware, refrigeration, and control systems using advanced diagnostic techniques.
• Serve as the primary escalation point for unresolved Tier 1 cases; analyze issues, develop solutions, and guide customers or Tier 1 associates through resolution steps.
• Escalate cases to Tier 3 when additional expertise is required.
• Handle customer communications via phone, email, and chat, providing timely updates while maintaining empathy and professional conduct.
• Support Tier 1 associates by sharing troubleshooting best practices and contributing guidance on complex technical problems.
• Assist with advanced installations, upgrades, and configurations of TruMed software and electro-mechanical hardware while meeting company standards and customer requirements.
• Maintain accurate records of troubleshooting steps, resolutions, and customer interactions in the customer service management system (e.g., Salesforce).
• Help create knowledge base articles to reduce repeat issues and streamline future support.
• Monitor support trends, identify recurring problems, and coordinate with Tier 3 to improve processes and product reliability.
• Educate customers on product functionality and best practices to promote optimal use and reduce support volume.
• Collaborate with internal teams and customers to ensure professional, timely service delivery.

Requirements

• 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, able to explain technical concepts clearly to non-technical users.
• Strong customer service skills with a professional, friendly, and patient demeanor.
• Strong analytical skills to diagnose and resolve technical issues efficiently.
• Ability to think critically and troubleshoot complex problems while staying calm and positive.
• Ability to document issues, resolutions, and customer interactions accurately and thoroughly.
• 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 to a collaborative team.

Technologies

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

Job Details

• Location: San Diego, CA (In Office)
• Department: Technical Services
• Reports to: Technical Services Manager
• Employment status: Exempt
• Salary range: USD 60,000 - 75,000 per year
• Minimum experience: 2 years

Work Environment

• All employees must follow the TruMed Systems, Inc. Employee Handbook, demonstrating respect, professionalism, and alignment with company values and policies.
• Flexibility to work a varied schedule as needed.

Company Overview

• TruMed Systems, Inc. provides vaccine storage and handling solutions for clinics, health systems, and public healthcare facilities across the U.S.
• Mission: enhance healthcare outcomes through point-of-care inventory management that supports product efficacy, patient safety, and operational efficiency.
• Products include AccuVax Vaccine Management System and AccuShelf Inventory Management System, designed to secure medication storage, automate inventory control, reduce medication errors, and optimize healthcare workflows.