Global Technical Support Engineer

Give hope. Give health. Make your mark in the fight against cancer.

At Accuray, we make a direct and powerful impact on the lives of cancer patients every day — helping them live longer, better lives. But our commitment to innovation offers a truly unique opportunity: the chance to change the fight against cancer — helping to develop, introduce and support new treatment delivery systems and software that will give new hope and new health to cancer patients and cancer survivors around the world.

Accuray develops, manufactures and sells radiotherapy systems for alternative cancer treatments. Our radiation therapy for cancer makes treatment shorter, safer, personalized and more effective, ultimately enabling patients to live longer, better lives.

Job Description

The Global Technical Support Engineer (TSE) position is a critical role responsible for providing advanced troubleshooting support for Accuray’s globally installed Helical, Robotic, and Software Application Products. Operating within the Global Technical Support team, this role delivers expert-level support to regional technical support teams, field service engineers, and customers worldwide. The TSE will also provide key insights to product development teams on design/reliability improvements, systemic issues, service enhancements, and user experience feedback. This role is pivotal in strengthening the knowledge and efficiency of the global field service team by identifying opportunities for improvement and delivering actionable solutions. The ideal candidate will be highly organized, possess excellent communication skills, and demonstrate the ability to operate with a high
sense of urgency in a dynamic environment. Participation in an on-call rotation for weekends and holidays is also required

REPORTING TO/DEPARTMENT:
This position will report into the Director of Global Technical Support.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Drive Performance and Customer Satisfaction:
• Improve measurable performance metrics of the installed base, including uptime, error
rates, mean time between unscheduled events, and overall customer satisfaction.
Technical Support and Issue Resolution:
• Provide remote support and detailed action plans to regional service teams and customers
through various communication channels, including phone, email, and text.
• Actively monitor and manage global service escalations through the established escalation workflow.
• Utilize remote diagnostic and service-software tools to identify and resolve issues promptly.
Collaboration and Communication:
• Serve as a communication bridge between regional field teams, engineering, and management, ensuring clear and actionable resolution paths for escalated issues.
• Facilitate routine technical forums with global service teams to provide training, knowledge sharing, updates on technical tips, and review of service bulletins.

Critical Site Support:
• Assist with managing critical or high-visibility customer sites by conducting remote or on-
site system audits to address extensive issues and enhance satisfaction.
• Be available to travel to critical sites on short notice to support escalated issues and drive
customer satisfaction.
Data-Driven Service Improvement:
• Contribute to service improvement projects by providing data analysis, investigation
assistance, and updates to service documentation.
• Leverage insights from the global installed base to propose and support initiatives that enhance serviceability and reliability.
Serviceability and Improvement Initiatives:
• Support NPI PDTs in the development of new products focused on serviceability and reliability.
• Lead and contribute to key service improvement initiatives aimed at enhancing system reliability, serviceability, and overall customer experience.
• Spearhead the development and implementation of tools, processes, and workflows that drive efficiency and cost-effectiveness in global service operations.
• Collaborate with cross-functional teams to identify systemic challenges and deploy targeted solutions to address root causes of recurring issues.
• Knowledge Transfer and Training:
• Partner with regional service teams to identify skill gaps and implement targeted training solutions to elevate technical competencies across the field service organization.

QUALIFICATIONS:
Preferred or Desired:
• Bachelor’s degree in Engineering, Technology, or a related field, or equivalent professional experience.
• Minimum of 5 years of experience in technical support or a related field, preferably in the medical device industry.
• Strong troubleshooting and analytical skills with the ability to interpret complex data and provide actionable insights.
• Excellent verbal and written communication skills, with the ability to articulate technical information to diverse audiences.
• Experience with remote diagnostic tools, service workflows, and escalation management.
• Willingness to travel, sometimes on short notice, to support critical customer needs.
• Experience with networking, Linux and common IT platforms is desired.
• Knowledge of TCP/IP, FTP, RDP, and Telnet. PERL and Unix is a plus.

Required:

• Must possess a valid driver’s license and good driving record.
• Strong verbal and written communication skills.
• Excellent critical thinking and problem-solving skills.
• Hands-on experience with electronic test equipment including: DVM, Oscilloscope, Spectrum Analyzer, etc.
• High proficiency in Microsoft Office and familiarity with CRM and service management tools.

PAY TRANSPARENCY

The range for this position is $87,000 – 158,000. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, future potential and internal pay parity.  As a part of the total compensation package, this role may be eligible for the Accuray Bonus Plan or a role-specific commission/bonus. Recruiters can share more detail during the hiring process.

To qualify for this position, candidates must be able to furnish proof that they are authorized to work in the country they are applying on a permanent basis without sponsorship.

EEO Statement

At Accuray, our commitment to patient-first outcomes drives an inclusive and collaborative work environment where the best ideas rise to the top — and everyone works to push them further. We value diversity in both the professional and personal backgrounds of our employees, as this variety adds rich energy to every team, every project and every work day. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin – including individuals with disabilities and veterans.