Diality Inc, a privately held medical device company located in Irvine, CA is committed to improving the quality of life for patients with kidney disease. We are developing a smart, flexible, portable hemodialysis machine that will enable patients to self-treat at home or wherever they travel. The extremely versatile hemodialysis solution will allow more patients to benefit from their true dialysis prescription at home or in a variety of care settings, including nursing homes, hospitals, and dialysis centers, without the need for pre-mixed dialysate bags or external water-treatment systems.

The Senior Escalation Support Engineer will serve as the primary point of contact for existing Diality customers, ensuring they feel valued by understanding their needs and environment while providing technical support across all Diality products. This role is responsible for resolving customer challenges, escalating unresolved issues, and delivering high-quality support through live phone interactions, ticket management, follow-up investigations, and data analysis. The position requires applying basic engineering principles to accurately diagnose problems, identify root causes, and implement effective solutions. Additionally, this role will monitor support trends and provide feedback to the Engineering team to help shape R&D priorities. Strong communication and collaboration skills are essential, along with prior experience in technical troubleshooting, either in person or over the phone.

Responsibilities:

1. Provide remote technical support to customers and Diality employees during scheduled hours, including weekend/evenings/holidays rotation and in compliance with service level agreements.
2. Analyze and troubleshoot complex dialysis device problems using remote diagnostics over the telephone. Some on-site or in-house service support may be required.
3. Perform system error log reviews providing a summary of findings and recommendations to field service.
4. Responsible for creating, dispatching, and tracking service requests in the CRM & ERP business system
5. Able to comply with departmental metrics around escalated cases and FSE support tickets independently.
6. Be a technical subject expert on Diality products and the accompanying software ecosystem.
7. Promptly respond to, triage, and resolve incoming support requests by following established procedures in the CRM.
8. Maintains open communication with local support teams to ensure problem resolution and customer satisfaction.
9. Maintains problem ownership & accountability until issues are resolved or handed off to another department.
10. Monitors team KPIs and performs periodic audits on teamwork output, reinforcing best practices with peers.
11. Thoroughly document work on customer issues and escalate as needed to ensure a timely response/resolution.
12. Author, review and publish articles in the Diality Knowledge Base.
13. Follow up on problems, identifies recurring issues, process status, and follow through with customer.
14. Drive continuous improvement by identifying trends and recording new knowledge in Confluence Knowledge Base.
15. Participates in new projects providing input and identifies potential risks as related to the technical support role.
16. Install, troubleshoot and repair Moda-flx Dialysis Systems at customer facilities or patient’s homes.
17. Perform scheduled preventative maintenance that includes calibrations, hardware or software upgrades and verification of system specifications.
18. Utilize and access JIRA for issue management, project planning, and/or feature requests.
19. Assists in log file reviews for TSE I & II.
20. Perform other job duties as assigned by management.

Required Skills & Abilities

1. Excellent communication skills and the ability to collaborate with others and make the complex simple and actionable.
2. Possess solid customer service skills, and ability to ensure effective troubleshooting techniques with end users of various levels of technical expertise
3. Demonstrates technical ability to comprehend technical issues and read technical manuals.
4. Knowledge of electronic, mechanical, and fluids components, required.
5. Skilled at defusing volatile customer situations calmy and courteously to drive an excellent customer experience.
6. Self-motivated with a strong work ethic with the ability to work independently and within a team.
7. Consistent leader in team KPIs, serving as a resource to TSE I & II peers.
8. Must be available to work a flexible schedule, including holidays and on-call shifts.

Education & Experience:

1. At least 5 years’ experience in Field Service Support for Portable Reverse Osmosis Hemodialysis Medical Devices.
2. Associate’s degree or higher in medical or technical field (preferred) with 1-2 years of experience or military equivalent.
3. Demonstrated ability to read and edit technical manuals and apply engineering concepts to comprehend and resolve technical issues.

Physical Requirements

1. Ideal candidate must be in the Eastern Time Zone for remote technical support to customers and Diality employees during scheduled hours, including weekend/evenings/holidays.
2. Works regularly scheduled 8-hour shift, with additional on call, weekend, and holiday rotation.

Travel:

1. Ability to travel 20%.

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