Job Description

SCOPE:

The Connectivity Support Engineer-1 is a highly educated and experienced individual whose role will be to troubleshoot our software in end user computers, systems and network performance failures or problems, create a solution path, implement system and network corrections, and provide both verbal and written technical and computer support. The responsibilities include resolving complex service and technical problems using their own discretion, by phone and email response and on occasion performing field service calls at the customer site (estimated less than 10% travel). In addition, he/she will maintain all company property (inventory, tools, diagnostic equipment, etc.) in accordance with company policies and provide a high level of professional communication with customers, management, Sales, members of the Field Service team, and Technical Support.

RESPONSIBILITIES:

• Provide remote technical connectivity support (via phone, email, and direct remote connection) to customers, distributors, sales representatives, and field service engineers by assessing the complicated problems being presented to them and developing a plan to solve the problem.

• Use advanced overall system knowledge to run tests and simulations in order to assist with problem solving.

• Demonstrates good judgment based on experience and education in selecting methods and techniques for obtaining solutions.

• Assess and identify problems with Optovue’s network solutions, then interface with client’s IT staff to develop a plan to correct any issues found.

• Resolve both complex and routine end-user problems in assigned product areas and replicating client-reported problems.

• Resolve both complex and routine technical issues by providing remote and rare on-site support to customers, both domestic and international.

• Use overall knowledge and proficiency to assist the Technical Support and Field Service teams with complex questions and issues regarding customer calls including follow up calls with customers to insure satisfaction.

• Maintain accurate and timely service records in accordance with all regulatory requirements including closing service records within appropriate timeframe.

• Create and identify sales opportunities by assessing the needs of our customers.

• Report design, reliability, and maintenance problems or bugs to design engineering/software engineering.

• Maintains high standard of professionalism and conduct in all interactions.

• Perform other related duties and assignments as required.

REQUIREMENTS:

• EDUCATION: B.S. in Engineering or Sciences or an equivalent combination of education and experience.
• EXPERIENCE: 1 to 3 years experience as a Network Engineer, Technical Support Engineer in a related field, or equivalent technical experience in a medical device company.
• Working knowledge of IT/Networking operations.
• High technical proficiency and outstanding troubleshooting and problem-solving skills required.
• Excellent oral, written, and interpersonal skills.

· Strong ability to multi-task throughout the day on both phone queues and email.

· Excellent documentation skills and ability to communicate effectively at all levels of the organization.

• Travel up to 10% to customer sites.

Company Description

Optovue, Inc. is a pioneer in high-speed optical coherence tomography (OCT) and OCT Angiography (OCTA) technologies. This privately held medical device company is a global leader in the development and commercialization of high-speed OCT and OCT Angiography used to facilitate the diagnosis and management of eye diseases, many of which can lead to permanent blindness. According to iHealthcareAnalyst, Inc., in an article published in October of 2019, the global market for ophthalmology diagnostic and surgical devices will cross nearly $58 Billion by 2025, mostly driven by a higher prevalence of ocular disease and a global, growing aging population. For more information, visit www.optovue.com. Headquarters: Fremont, CA Year founded: 2003 Company type: Privately Held