Technical Support Engineer I

About Us:

How many companies can say they've been in business for over 177 years?!

Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles the everchanging environments in a fast-paced world, meeting it with cutting edge of technologies and continuous advancements.

ZEISS believes that innovation and technology are the key to a sustainable future and solutions for global change.

We have a diverse range of portfolios throughout the ZEISS family in segments like, Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology.

We are a global company with over 42,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team!

What's the Role?

As a Technical Support Engineer I, you will be the critical link between our cutting-edge technology and our customers' success.

You'll provide advanced technical support to end users, Field Sales and Service Representatives, as well as internal ZEISS teams and global partners.

Your problem-solving expertise and collaborative spirit will help ensure our products perform at the highest standards, while maintaining a customer-centric approach in every interaction.

Sound Interesting?

Here's what you'll do:


* Respond to complex technical inquiries from Field Service Engineers, Sales, Customer Service, Parts, and customers via phone, email, and chat.


* Analyze technical requests and resolve customer issues with clear, concise solutions.


* Contribute to and maintain the internal technical knowledge base.

Continuously improve your technical knowledge of ZEISS products and services.


* Collaborate cross-functionally with Level 2 Support, Product


* Management, and Quality teams to resolve service-related issues.


* Support all applicable ZEISS products within your designated portfolio.


* Handle general inquiries with professionalism and redirect misrouted calls when necessary.


* Demonstrate professionalism, empathy, and active listening in all customer interactions.


* Adapt to evolving departmental processes and embrace continuous improvement.

Do you qualify?


* Bachelor's degree in Computer Science, Information Technology, or related field (Note: Equivalent technical experience may substitute year-for-year)


* Minimum of 3 years of experience in a Technical Support Engineer or similar technical role


* CompTIA Security+ certification


* Strong technical troubleshooting and analytical skills


* Experience with basic electronics, mechanics, optics, and personal computers


* Proficiency with Microsoft Office Suite


* Experience using SAP or CRM systems


* Excellent written and verbal communication skills

Good-to-Haves:


* Familiarity with ophthalmic or microscopic equipment


* CompTIA Network+ certification


* Intermediate knowledge of operating systems (Windows 7 and above)


* Strong understanding of networking ...