Technical Support Engineer Job at ResMed

Technical Support Engineer

ResMed

Location:
India

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The primary role of Technical Support function is to provide technical & engineering support to customers, support agents & internal teams. Key deliverables include taking ownership of customer queries on ResMed products, research solutions and promptly respond whilst maintaining the highest level in quality. Provide post Design support and repair of ResMed products, investigate device failures, upgrading the systems, product maintenance & testing.

Job Responsibility:

Provide technical & engineering support to customers, support agents & internal teams
Take ownership of customer queries on ResMed products, research solutions and promptly respond
Provide post Design support and repair of ResMed products
Investigate device failures, upgrading the systems, product maintenance & testing
Provide insights regarding Somnoware’s platform and feature set to the product and engineering teams based on customer feedback
Become a Subject Matter Expert of your assigned accounts and their respective workflows
Maintains customer service and responsiveness standards in accordance with our SLAs
Effectively document and communicate customer deployment issues to product and engineering teams
Participate in the planning process of enhancements and new features with our Product team
Work closely with Customer Success Team to ensure pending issues are resolved
Track and maintain all client communications and ticket documentation
Provide best-in-class customer service, technical troubleshooting, and problem resolution to customer queries over phone/email/chat
Provide technical assistance to users of software products through problem identification and resolution
Prioritizing support tickets, responding to inquiries in a timely manner, and collaborating with other departments to identify solutions
Manage customer support requests daily
Respond, resolve, escalate tickets in accordance with our SLA standards
Maintain business relationships with your assigned accounts
Conduct calls with customers to assess reported issues and troubleshoot
Create new customer entities, databases, and provision user accounts
Collaborate with the Marketing team on developing training guides for end users
Escalate technical issues as needed to facilitate rapid resolution
Identify gaps and communicate customer requirements to the product team
Contribute to knowledge base by identifying solutions and documenting them for future use

Requirements:

Bachelor’s degree
Minimum of 2 years of related experience
Basic experience in technology and technical support required
Experience supporting an enterprise application with customer-facing experience is highly desirable
Proficient in complex troubleshooting, problem solving, and root cause analysis
Experience with Microsoft Word, Excel, PowerPoint, Visio
Good communication skills
Ability to coordinate and oversee critical customer issues and deliver resolutions punctually
Work remotely with limited supervision
Excellent English-speaking skills
Proficiency in office tools such as Excel, Word, and PowerPoint
Strong customer service skills
Ability to excel under pressure
Proven multi-tasking and time management skills
Taking initiatives
Strong willingness to learn
Open to work in 24x7 rotational shifts

Nice to have:

Technical degree will be an added advantage
Experience in Salesforce, Zendesk, JIRA is desirable

Additional Information:

Job Posted:
February 20, 2026

Employment Type:

Fulltime

Work Type:

Remote work

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