Remote Technical Support Engineer I

Vision RTis 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.Vision RT's SGRT solutions are in 24 out of the 25 "Best Hospitals for Cancer," as tracked by US News & World Report.The company is recognised as one of Britain's fastest-growing private tech companies, as featured in the 2025 Sunday 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.Company videoWith 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.Vision 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.About the roleThe 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 SupervisorKey responsibilities will includeProvide remote phone and technical support to Vision RT customers as the first point of contactTake ownership of customer technical issues from intake through resolution within agreed service levelsManage AWS call center duties, including call flow, prioritization, and professional customer communicationProvide remote technical support and escalation assistance to Field Service Engineers and clinical teamsTroubleshoot software, hardware, and system issues using approved remote support toolsEscalate unresolved or complex issues to appropriate internal teams (e.g., senior TSEs and supervisor)Coordinate parts requests and liaise with regional service teams to facilitate onsite interventions when requiredManage service tickets in the CRM/ticketing system, ensuring accurate documentation and timely closurePerform licensing activities for software modules and support remote work orders as neededEnsure timely and proactive communication with customers and internal stakeholders throughout the service lifecycleSupport remote resolution of complaints, NCPs, and CAPAs in accordance with quality requirementsAdhere to Vision RT's Quality Management System, ensuring service activities meet documentation and compliance standardsParticipate in required office, onsite, and product training to maintain and develop technical competencyEssential Skills & ExperiencePrevious experience in a technical support, helpdesk, or service desk roleExposure to medical devices, healthcare IT, or regulated environmentsBasic understanding of networking concepts (IP addressing, firewalls, VPNs, remote connectivity)Experience supporting Windows based systems and software applicationsFamiliarity with remote support tools and secure remote access platformsExperience working with Field Service Engineers or distributed service teamsPrior use of AWS call center tools, CRM systems, or service ticketing platformsUnderstanding of software licensing and configuration managementExposure to quality systems, complaint handling, or regulated documentation processesAbility to work across time zones or rotating support schedules, if requiredDemonstrated interest in technical growth and progression within a support or service organizationDesirable Skills & ExperiencePrevious experience in a technical team lead, supervisor, or acting-lead role preferred but not requiredExperience supporting Vision RT productsFamiliarity with Quality Management Systems (QMS), CAPA/NCP processes, or regulated documentation standardsExperience working closely with Engineering, Product, or Quality teams on escalations or root-cause analysisExposure to software, firmware, networking, or cybersecurity concepts in a support environmentExperience developing or improving support processes, workflows, or knowledge base contentAbility to analyze support trends and metrics to drive continuous improvement initiativesExperience supporting global or remote teams across multiple time zonesStrong conflict-resolution skills and the ability to manage sensitive or high-pressure customer situationsInterest in people development, career progression, and building high-performing technical teams$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.Vision 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