Two sentences that grab attention and tell remote job seekers why this role matters.
If you love being the person who untangles the “how is this even happening?” issues and turns them into cleaner systems, this is your lane. You’ll support life-saving acute care tech by owning escalations, improving workflows, and making the product better through real customer insight.
About ZOLL
ZOLL Medical builds medical devices, software, and services used worldwide to diagnose and treat serious cardiopulmonary and respiratory conditions. Their Acute Care Technology division serves EMS, hospitals, public safety, and military customers with products like AEDs, ventilators, temperature management solutions, and more.
Schedule
- Job type: Remote
- Applications accepted through: Jan 02, 2026
- Pay range: $18.00–$26.00/hour (varies by location, shift, skills, education, and experience)
What You’ll Do
- Serve as a subject matter expert for assigned SaaS products and own escalated cases end-to-end
- Troubleshoot complex issues using advanced root cause analysis
- Mentor junior team members on product knowledge and support technique
- Lead cross-functional initiatives with product, engineering, and marketing to improve workflows and customer satisfaction
- Use historical customer data to anticipate issues and prevent escalations
- Partner with R&D to address recurring issues and contribute insights that influence the product roadmap
- Maintain and improve knowledge base content, including approving and authoring articles
- Analyze customer usage trends and recommend process and product improvements
- Understand how products within the suite integrate and guide customers toward optimized solutions
- Build readiness to support international customers with 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
- Ability to independently resolve complex, escalated issues
- Strong analytical thinking and comfort working with customer data and trends
- Mentorship skills and a team-first mindset
- Cross-functional leadership and collaboration skills
- Comfort supporting SaaS products, including configurations and integrations
Benefits
- Comprehensive benefits available (details provided by ZOLL via their benefits site)
Heads up, truth time: the title and the body don’t match. It says “Product Support Specialist II” at the top, but the summary describes “Product Support Specialist III.” That can mean the posting got recycled or the leveling is flexible. If you apply, tailor your resume to the responsibilities and ask in the recruiter screen which level they’re actually hiring for and where you’d slot.
If you want to move fast, copy/paste your current resume bullets for support work and I’ll rewrite them to mirror their language (SME, escalations, RCA, KB ownership, cross-functional initiatives) without sounding like a robot.
Happy Hunting,
~Two Chicks…