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ResMed Logo ResMed · IT - Administration

Technical Support Engineer

India · 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

  • Provide technical & engineering support to customers, support agents & internal teams
  • Take ownership of customer queries on ResMed products, research solutions and promptly respond
  • Provide post Design support and repair of ResMed products
  • Investigate device failures, upgrading the systems, product maintenance & testing
  • Provide insights regarding Somnoware’s platform and feature set to the product and engineering teams based on customer feedback
  • Become a Subject Matter Expert of your assigned accounts and their respective workflows
  • Maintains customer service and responsiveness standards in accordance with our SLAs
  • Effectively document and communicate customer deployment issues to product and engineering teams
  • Participate in the planning process of enhancements and new features with our Product team
  • Work closely with Customer Success Team to ensure pending issues are resolved
  • Track and maintain all client communications and ticket documentation
  • Provide best-in-class customer service, technical troubleshooting, and problem resolution to customer queries over phone/email/chat
  • Provide technical assistance to users of software products through problem identification and resolution
  • Prioritizing support tickets, responding to inquiries in a timely manner, and collaborating with other departments to identify solutions
  • Manage customer support requests daily
  • Respond, resolve, escalate tickets in accordance with our SLA standards
  • Maintain business relationships with your assigned accounts
  • Conduct calls with customers to assess reported issues and troubleshoot
  • Create new customer entities, databases, and provision user accounts
  • Collaborate with the Marketing team on developing training guides for end users
  • Escalate technical issues as needed to facilitate rapid resolution
  • Identify gaps and communicate customer requirements to the product team
  • Contribute to knowledge base by identifying solutions and documenting them for future use

Requirements

  • Bachelor’s degree
  • Minimum of 2 years of related experience
  • Basic experience in technology and technical support required
  • Experience supporting an enterprise application with customer-facing experience is highly desirable
  • Proficient in complex troubleshooting, problem solving, and root cause analysis
  • Experience with Microsoft Word, Excel, PowerPoint, Visio
  • Good communication skills
  • Ability to coordinate and oversee critical customer issues and deliver resolutions punctually
  • Work remotely with limited supervision
  • Excellent English-speaking skills
  • Proficiency in office tools such as Excel, Word, and PowerPoint
  • Strong customer service skills
  • Ability to excel under pressure
  • Proven multi-tasking and time management skills
  • Taking initiatives
  • Strong willingness to learn
  • Open to work in 24x7 rotational shifts

Nice to have

  • Technical degree will be an added advantage
  • Experience in Salesforce, Zendesk, JIRA is desirable
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