{"schemaVersion":"jobsearcher.job.v1","id":"34d4544b4161a2f28547ccb3","url":"https://jobsearcher.com/jobs/34d4544b4161a2f28547ccb3","canonicalUrl":"https://jobsearcher.com/jobs/34d4544b4161a2f28547ccb3","title":"Remote Technical Support Engineer I","description":"Vision RT is a fast-growing MedTech company transforming radiation therapy for cancer patients by helping make it more accurate, effective, and comfortable. The company is the inventor of, and a market leader in, Surface Guided Radiation Therapy (SGRT). This technology uses advanced 3D cameras to track surface data, providing enhanced guidance across every step of the radiotherapy workflow.\r\nVision RT’s SGRT solutions are in 24 out of the 25 “Best Hospitals for Cancer,” as tracked by US News & World Report.\r\nThe company is recognised as one of Britain’s fastest-growing private tech companies, as featured in the2025Sunday Times 100 Techlist. Vision RT is also a recipient of the 2024 King’s Award for Enterprise, the UK’s most prestigious accolade for business excellence.\r\nCompany video\r\nWith around 300 employees globally and offices in the UK, Poland, and the USA, Vision RT operates independently as part of the Danish company William Demant Invest A/S, one of the world’s largest investors in healthcare companies. Employees benefit from the security and reach of being part of a large global enterprise, combined with the agility and innovation of a startup.\r\nVision RT is a company with strong values, a clear mission, and a bright future. It is an exciting and rewarding organisation in which to work.\r\nAbout the role\r\nThe Technical Support Engineer I (TSE I) is a critical front‑line service role responsible for providing remote phone and technical support to Vision RT customers, Field Service Engineers, and internal teams. This position owns service requests from intake through resolution, manages call flow and ticketing within defined SLAs, coordinates parts and escalations, and resolves issues remotely to minimize system downtime and reduce unnecessary onsite visits. The role directly supports customer satisfaction, service KPI performance, and scalability of the service organization while operating within Vision RT’s Quality Management System, and serves as the entry point to the Technical Support Engineer career development pipeline. This role will report to the Technical Support Supervisor\r\nKey responsibilities will includeProvide remote phone and technical support to Vision RT customers as the first point of contact\r\nTake ownership of customer technical issues from intake through resolution within agreed service levels\r\nManage AWS call center duties, including call flow, prioritization, and professional customer communication\r\nProvide remote technical support and escalation assistance to Field Service Engineers and clinical teams\r\nTroubleshoot software, hardware, and system issues using approved remote support tools\r\nEscalate unresolved or complex issues to appropriate internal teams (e.g., senior TSEs and supervisor)\r\nCoordinate parts requests and liaise with regional service teams to facilitate onsite interventions when required\r\nManage service tickets in the CRM/ticketing system, ensuring accurate documentation and timely closure\r\nPerform licensing activities for software modules and support remote work orders as needed\r\nEnsure timely and proactive communication with customers and internal stakeholders throughout the service lifecycle\r\nSupport remote resolution of complaints, NCPs, and CAPAs in accordance with quality requirements\r\nAdhere to Vision RT’s Quality Management System, ensuring service activities meet documentation and compliance standards\r\nParticipate in required office, onsite, and product training to maintain and develop technical competency\r\nEssential Skills & ExperiencePrevious experience in a technical support, helpdesk, or service desk role\r\nExposure to medical devices, healthcare IT, or regulated environments\r\nBasic understanding of networking concepts (IP addressing, firewalls, VPNs, remote connectivity)\r\nExperience supporting Windows based systems and software applications\r\nFamiliarity with remote support tools and secure remote access platforms\r\nExperience working with Field Service Engineers or distributed service teams\r\nPrior use of AWS call center tools, CRM systems, or service ticketing platforms\r\nUnderstanding of software licensing and configuration management\r\nExposure to quality systems, complaint handling, or regulated documentation processes\r\nAbility to work across time zones or rotating support schedules, if required\r\nDemonstrated interest in technical growth and progression within a support or service organization\r\nDesirable Skills & ExperiencePrevious experience in a technical team lead, supervisor, or acting‑lead role preferred but not required\r\nExperience supporting Vision RT products\r\nFamiliarity with Quality Management Systems (QMS), CAPA/NCP processes, or regulated documentation standards\r\nExperience working closely with Engineering, Product, or Quality teams on escalations or root‑cause analysis\r\nExposure to software, firmware, networking, or cybersecurity concepts in a support environment\r\nExperience developing or improving support processes, workflows, or knowledge base content\r\nAbility to analyze support trends and metrics to drive continuous improvement initiatives\r\nExperience supporting global or remote teams across multiple time zones\r\nStrong conflict‑resolution skills and the ability to manage sensitive or high‑pressure customer situations\r\nInterest in people development, career progression, and building high‑performing technical teams\r\n$58,000 - $63,000 a yearThe base pay range for this position is expected to be between $58,000t to $93,000per year with opportunities for overtime and travel pay. While the salary range is effective as of the date of this posting, fluctuations in the job market may necessitate adjustments to pay ranges. Further, final pay determinations will depend on various factors, including but not limited to experience level, knowledge, skills, abilities and geographic location. The total compensation package for this position may also include other elements, such as bonus or discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.\r\nVision RT is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment and development without regard to race, colour, religion, sexual orientation, gender, national origin, disability, or protected veteran status.#J-18808-Ljbffr","company":"Vision Rt","rawCompany":"vision rt","city":"Cracow","isRemote":true,"isActive":false,"createdAt":"2026-06-02T05:15:07.589Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"},{"code":"29-2099.00","title":"Health Technologists and Technicians, All Other","slug":"health-technologists-and-technicians-all-other"}],"industries":[{"code":"334510","title":"Electromedical and Electrotherapeutic Apparatus Manufacturing","slug":"electromedical-and-electrotherapeutic-apparatus-manufacturing"},{"code":"561320","title":"Temporary Help Services","slug":"temporary-help-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Remote Technical Support Engineer I","description":"Vision RT is a fast-growing MedTech company transforming radiation therapy for cancer patients by helping make it more accurate, effective, and comfortable. The company is the inventor of, and a market leader in, Surface Guided Radiation Therapy (SGRT). This technology uses advanced 3D cameras to track surface data, providing enhanced guidance across every step of the radiotherapy workflow.\r\nVision RT’s SGRT solutions are in 24 out of the 25 “Best Hospitals for Cancer,” as tracked by US News & World Report.\r\nThe company is recognised as one of Britain’s fastest-growing private tech companies, as featured in the2025Sunday Times 100 Techlist. Vision RT is also a recipient of the 2024 King’s Award for Enterprise, the UK’s most prestigious accolade for business excellence.\r\nCompany video\r\nWith around 300 employees globally and offices in the UK, Poland, and the USA, Vision RT operates independently as part of the Danish company William Demant Invest A/S, one of the world’s largest investors in healthcare companies. Employees benefit from the security and reach of being part of a large global enterprise, combined with the agility and innovation of a startup.\r\nVision RT is a company with strong values, a clear mission, and a bright future. It is an exciting and rewarding organisation in which to work.\r\nAbout the role\r\nThe Technical Support Engineer I (TSE I) is a critical front‑line service role responsible for providing remote phone and technical support to Vision RT customers, Field Service Engineers, and internal teams. This position owns service requests from intake through resolution, manages call flow and ticketing within defined SLAs, coordinates parts and escalations, and resolves issues remotely to minimize system downtime and reduce unnecessary onsite visits. The role directly supports customer satisfaction, service KPI performance, and scalability of the service organization while operating within Vision RT’s Quality Management System, and serves as the entry point to the Technical Support Engineer career development pipeline. This role will report to the Technical Support Supervisor\r\nKey responsibilities will includeProvide remote phone and technical support to Vision RT customers as the first point of contact\r\nTake ownership of customer technical issues from intake through resolution within agreed service levels\r\nManage AWS call center duties, including call flow, prioritization, and professional customer communication\r\nProvide remote technical support and escalation assistance to Field Service Engineers and clinical teams\r\nTroubleshoot software, hardware, and system issues using approved remote support tools\r\nEscalate unresolved or complex issues to appropriate internal teams (e.g., senior TSEs and supervisor)\r\nCoordinate parts requests and liaise with regional service teams to facilitate onsite interventions when required\r\nManage service tickets in the CRM/ticketing system, ensuring accurate documentation and timely closure\r\nPerform licensing activities for software modules and support remote work orders as needed\r\nEnsure timely and proactive communication with customers and internal stakeholders throughout the service lifecycle\r\nSupport remote resolution of complaints, NCPs, and CAPAs in accordance with quality requirements\r\nAdhere to Vision RT’s Quality Management System, ensuring service activities meet documentation and compliance standards\r\nParticipate in required office, onsite, and product training to maintain and develop technical competency\r\nEssential Skills & ExperiencePrevious experience in a technical support, helpdesk, or service desk role\r\nExposure to medical devices, healthcare IT, or regulated environments\r\nBasic understanding of networking concepts (IP addressing, firewalls, VPNs, remote connectivity)\r\nExperience supporting Windows based systems and software applications\r\nFamiliarity with remote support tools and secure remote access platforms\r\nExperience working with Field Service Engineers or distributed service teams\r\nPrior use of AWS call center tools, CRM systems, or service ticketing platforms\r\nUnderstanding of software licensing and configuration management\r\nExposure to quality systems, complaint handling, or regulated documentation processes\r\nAbility to work across time zones or rotating support schedules, if required\r\nDemonstrated interest in technical growth and progression within a support or service organization\r\nDesirable Skills & ExperiencePrevious experience in a technical team lead, supervisor, or acting‑lead role preferred but not required\r\nExperience supporting Vision RT products\r\nFamiliarity with Quality Management Systems (QMS), CAPA/NCP processes, or regulated documentation standards\r\nExperience working closely with Engineering, Product, or Quality teams on escalations or root‑cause analysis\r\nExposure to software, firmware, networking, or cybersecurity concepts in a support environment\r\nExperience developing or improving support processes, workflows, or knowledge base content\r\nAbility to analyze support trends and metrics to drive continuous improvement initiatives\r\nExperience supporting global or remote teams across multiple time zones\r\nStrong conflict‑resolution skills and the ability to manage sensitive or high‑pressure customer situations\r\nInterest in people development, career progression, and building high‑performing technical teams\r\n$58,000 - $63,000 a yearThe base pay range for this position is expected to be between $58,000t to $93,000per year with opportunities for overtime and travel pay. While the salary range is effective as of the date of this posting, fluctuations in the job market may necessitate adjustments to pay ranges. Further, final pay determinations will depend on various factors, including but not limited to experience level, knowledge, skills, abilities and geographic location. The total compensation package for this position may also include other elements, such as bonus or discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.\r\nVision RT is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment and development without regard to race, colour, religion, sexual orientation, gender, national origin, disability, or protected veteran status.#J-18808-Ljbffr","datePosted":"2026-06-02T05:15:07.589Z","dateModified":"2026-06-02T05:15:07.589Z","hiringOrganization":{"@type":"Organization","name":"Vision Rt","sameAs":"https://jobsearcher.com"},"jobLocationType":"TELECOMMUTE","applicantLocationRequirements":{"@type":"Country","name":"US"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Cracow","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"34d4544b4161a2f28547ccb3"},"url":"https://jobsearcher.com/jobs/34d4544b4161a2f28547ccb3"}}