Outset is a medical technology company pioneering a first-of-its-kind technology to reduce the cost and complexity of dialysis. The Tablo Hemodialysis System, FDA cleared for use from the hospital to the home, represents a significant technological advancement that transforms the dialysis experience for patients and operationally simplifies it for providers. Tablo serves as a single enterprise solution that can be utilized across the continuum of care, allowing dialysis to be delivered anytime, anywhere and by anyone. The integration of water purification and on-demand dialysate production enables Tablo to serve as a dialysis clinic on wheels, with 2-way wireless data transmission and a proprietary data analytics platform powering a new holistic approach to dialysis care.
A Technical Support Engineer I, reporting to the Technical Support Manager, will be responsible for providing technical support to our customers and customer facing teams to resolve complex console and other technical issues.
The TSE will interact with Sales, Field Service, and directly with customers to drive resolution of escalated customer complaints. This will include providing live phone support, handling tickets from a team queue, and performing follow-up investigations and data reviews. To carry out these duties, the TSE will need to possess and apply basic engineering theory to accurately diagnose issues, determine root cause, and determine appropriate solutions. The TSE will also monitor trends and provide feedback to the Product Support team to influence R&D priorities. As this position is primarily performed remotely, excellent communication and collaboration skills will be crucial to your success. Prior experience in technical troubleshooting, in person or via phone, are also highly preferred.
TSEs will be responsible for properly documenting all activities and duties performed in accordance with Outset’s Quality Management System policies and procedures. TSE will be expected to perform duties during their regularly scheduled shift as well as participate in an on-call rotation for after-hours, weekends, and holidays. The ability to travel will be required for activities such as team meetings, trainings, and for field ride-alongs, etc.
Essential Job Functions and Responsibilities: