Who We Are:  ZOLL Data Systems is a leading digital health technology company servicing the needs of medics, firefighters, and other lifesavers. Our healthcare cloud-based technology solutions lead the industry in providing mission critical service to industries that provide life-saving services.  We have the resources and stability of a large company, but the nimbleness, ambition, and determination of a startup, because we used to be one.  Our vision is to improve lives through transformational People and Products. 

What We Do: ZOLL’s CodeData team creates customer-facing SaaS applications for Emergency Services and Hospitals.  The applications we build give medical personnel access to critical data that is collected by life-saving medical devices such as cardiac monitors and defibrillators.  We develop applications in a highly collaborative Agile environment leveraging the latest technologies available in the public cloud.  

Who You Are: As a highly self-motivated and energetic individual you have an aptitude and desire to understand, resolve, and ultimately avoid complex software issues in critical production environments.  You are tenacious and creative in your approach to solving the most complex and evasive software issues.  You are comfortable reading application source code, creating scripts, parsing logs, accessing databases, and employing commercial tools to detect, address, and avoid issues in both Cloud and On-Premise deployed applications.

What You Do: You will provide software escalation support for Code Data products and function as a technical mentor to the Customer Support and Sales Engineering team.  You will work directly with the R&D, Customer Support, and Sales Engineering teams to coordinate resolution to complex technical issues and partner with them in development and creation of new tools, scripts, and processes for issue avoidance, detection, and resolution.

Responsibilities

• Acts as the primary point of contact for issues that have escalated to development for advanced troubleshooting by Customer Support and Sales Engineering
• Read and understand application source code to troubleshoot complex issues
• Aggregate and analyze information from various data sources (database, application logs, system logs, etc…) to assist in issue troubleshooting and resolution
• Partner with development teams to create and deploy diagnostic software and monitoring tools to determine root cause of customer issues
• Improve tools, infrastructure, and logging to provide teams more robust dashboards, alerts, and monitors to detect, avoid, and resolve production issues
• Create or implement tools to proactively identify and escalate problems before customers are even aware of them
• Empower the Customer Support team to avoid and/or resolve escalations through documentation and training
• Act as a technical mentor to Customer Support and Sales Engineering resources

Qualifications

• Associate’s degree in Computer Science or relevant field (this degree requirement can be substituted by equivalent work experience)
• Excellent customer facing skills, ability to participate in and lead issue resolution calls directly with our customers
• Proficiency reading and interpreting source code in C#/JavaScript or comparable programming language
• Proficiency in SQL or comparable data access language
• Proficiency with one or more commercial troubleshooting and issue detection tools such as Splunk, Kibana, AppDynamics, Dynatrace, etc…
• Proficiency in scripting tools such as PowerShell, Python, etc… to automate tasks for issue detection and resolution
• Experience providing training, mentoring, and documentation on software troubleshooting techniques and tools
• Mentor/lead experience a plus

ZOLL Data Systems appreciates and values diversity.  We are an Equal Opportunity Employer M/F/D/V. 

ADA: ZOLL will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.