If you’re the person teams lean on when issues get messy, this role is built for you. You’ll act as a subject matter expert for ZOLL’s SaaS products, own escalations end-to-end, mentor teammates, and use customer data to prevent problems before they blow up.
About ZOLL
ZOLL builds medical devices, software, and services that improve patient outcomes and help save lives worldwide. Their Acute Care Technology division supports EMS, hospitals, public safety, and military customers with lifesaving products and software, backed by a customer-first support culture.
Schedule
- Remote role
- Applications accepted through January 2, 2026
- Pay range: $18.00–$26.00/hr (based on shift, geography, skills, education, and experience)
What You’ll Do
⦁ Serve as the SME for assigned SaaS products, owning escalated cases through advanced troubleshooting and root cause analysis
⦁ Mentor junior team members on product knowledge and support techniques
⦁ Lead cross-functional initiatives to improve support workflows with Product, Engineering, Marketing, and R&D
⦁ Proactively engage customers using historical data to anticipate issues and prevent escalations
⦁ Partner with R&D to reduce recurring issues by contributing insights that influence the product roadmap
⦁ Author and approve knowledge base content to keep documentation accurate and useful
⦁ Analyze customer data and product feedback to identify trends and propose process improvements
⦁ Develop a strong understanding of how products in the suite integrate so solutions work across the ecosystem
⦁ Build readiness to support international customers by learning region-specific requirements (example: Canada)
What You Need
⦁ Bachelor’s degree in a related field or equivalent professional experience
⦁ Typically 4–6 years of product support experience, including advanced troubleshooting
⦁ Proven ability to resolve complex, escalated issues independently
⦁ Strong analytical thinking and comfort using data to spot patterns and prevent repeat problems
⦁ Mentorship skills and a team-first mindset
⦁ Cross-functional leadership and the ability to collaborate across departments
⦁ Strong documentation habits (knowledge base writing/approvals)
Benefits
⦁ Hourly pay range: $18.00–$26.00
⦁ Comprehensive benefits (varies by role and location)
⦁ Mission-driven work that supports real-world patient outcomes
If you want a support role where you’re not just “closing tickets” but actually shaping the product and improving the customer experience, this is that lane. Apply before the January 2, 2026 window closes.
Be the person who turns chaos into clarity.
Happy Hunting,
~Two Chicks…