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ResMed Logo ResMed · IT - Administration

Associate Software Support Technician

Brazil, Brooklin, Sao Paulo · Job Posted February 20, 2026
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Job Description

The primary role of Technical Support function is to provide technical & engineering support to customers, support agents & internal teams. Key deliverables include taking ownership of customer queries on ResMed products, research solutions and promptly respond whilst maintaining the highest level in quality. Provide post Design support and repair of ResMed products, investigate device failures, upgrading the systems, product maintenance & testing.

Job Responsibility

  • Respond to incoming customer tickets and calls/emails
  • Solution support for existing clients fulfilling ongoing support needs
  • gather customer’s information and determine the issue by evaluating and analyzing the symptoms
  • redirect problems to appropriate support resource
  • Foster strong customer relationships
  • Multi-task, prioritize and organize all calls and emails sent to you and assigned to you
  • Document all technical inquiries and customer-reported problems in the in the ticketing system, including the nature of the support inquiry and the resolution recommended
  • Participation in rotating on-call schedule may be required
  • Adhere to company policies and procedures regarding customer service, and problem escalation
  • Adherence to a pre-defined schedule (Workforce Management)
  • Limited deviations from established process and procedures
  • may work autonomously with check-ins from leadership
  • Agents may at times need to provide remote or on-site hardware/software installations of ResMed products

Requirements

  • Minimum 2 years of experience in a customer support environment – customer support taking incoming calls resolving technical issues
  • Minimum 2 years of experience in a technology environment – SW/HW background
  • Knowledge of customer support best practices, including support case lifecycle
  • Proficiency with Microsoft Office
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