Technical support specialist (clinical workflow & parts support)

Capsa is welcoming applicants for a Technical Support Specialist. This position is the advanced technical support role within Clinical Workflow & Parts Support. The TSS owns the cases that exceed T1.5 scope: complex troubleshooting, multi-symptom diagnostics, repeat-issue resolution, and cases requiring deep product knowledge. This role is the technical anchor of the frontline support model. The TSS is expected to resolve cases without defaulting to Field Service or Engineering, document with the rigor required for product feedback and quality reporting, and coach the TSG layer through case-side guidance and knowledge contribution. The TSS operates with strong judgment on escalation, customer risk, and cross-functional trade-offs, and reinforces the standards that make Capsa Service a market differentiator.

As Capsa’s Technical Support Specialist, your contributions to the team will include the following:

PURPOSE

• Resolve complex technical cases at the frontline, reducing dependence on Field Service dispatch and Engineering escalation.
• Provide the technical depth the TSG layer relies on for coaching, knowledge, and case-side guidance.
• Drive down repeat issues and time-to-resolution through disciplined diagnostics and documentation.
• Feed clean technical signal into Product, Quality, and Engineering on recurring defects and customer-experience issues.

Summary of Essential Responsibilities:

• Advanced Technical Troubleshooting (T2 Scope)
• Case Management & Documentation
• Escalation, Field Service & Engineering Partnership
• Customer Experience
• Coaching & Knowledge Contribution
• Cross-Functional Coordination
• Continuous Improvement
• Other duties or special projects as assigned

Success Measures

• SLA attainment on T2-scope cases
• TTTR (time to technical resolution)
• First contact resolution within T2 scope
• Repeat-issue rate on assigned product lines
• Field Service dispatch rate on cases owned by the TSS
• Escalation quality and timeliness into Engineering / Product
• Aged case count and aged-case reduction
• Case documentation quality
• Customer feedback on personal interactions
• Knowledge base contributions
• Coaching impact on TSG team members

What we ask of you:

Qualifications:

• Deep technical troubleshooting skill across complex hardware and/or software systems.
• Structured diagnostic discipline; resolves to root cause rather than symptom.
• Strong written and verbal communication; able to document with the rigor that product, quality, and complaint workflows require.
• Sound judgment on escalation, customer risk, and Field Service dispatch.
• Calm presence in high-stakes customer situations.
• Ability to coach peers through case-side guidance without holding supervisory authority.
• Comfort working in a case management system (Salesforce or equivalent) at an advanced level.
• Strong follow-through; impatient with aged cases and avoidable rework, patient with learners.

EDUCATION and/or EXPERIENCE

• BA / BS preferred
• Multiple years in technical support, field service, or technical service engineering.
• Experience in medical device, regulated, or clinically adjacent service environments.
• Demonstrated progression through tiered support (T1 → T1.5 → T2) or equivalent.
• Experience contributing to knowledge management, training content, or SOP development.
• Experience partnering with Engineering, Product, and Quality to resolve issues.
• Familiarity with Salesforce / Capsa Connect or equivalent CRM and case management platforms.

EEO Employer, including Veterans and Individuals with Disabilities