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Product Support Engineer Associate



Product, Customer Service
Tampa, FL, USA
Posted on Tuesday, May 10, 2022

Product Support Engineer Associate 

  • Category: Computer-Hardware Support
  • Type: Full-time
  • Min. Experience: 2-3 years

Immertec is an award-winning startup that pushes the limits of what’s possible in virtual health. Using our virtual reality platform, surgeons in remote locations get transported into an operating room, where they learn modern surgical procedures and collaborate with other surgeons in real-time.  

Title: Product Support Engineer Associate 

Location: Tampa, FL 

Department: Operations  

Reports to: Lead, Product Support Engineer


What You’ll Do  

Provide remote support to surgical procedures (events) hosted by Immertec throughout the world. This includes, but is not limited to; network configuration, basic computer troubleshooting skills, audio/video setup, VR headset configuration, Immertec mobile and dashboard support. This role is primarily internal facing but will occasionally require interaction with surgeons, medical device companies, 3rd party vendor support personnel and operating room staff. This will be a collaborative role with Event Success, Customer Success, and Engineering to ensure our customer’s virtual peer to peer training is a first-class user experience.

 Responsibilities include:

·       Hardware and software support during system installation process

·       Ensure correct video connections are made with the medical devices to be used as overlays

·       Complete system test on audio/video, network, camera angles and room setup before event goes live  

·       Monitor live streams to ensure all event aspects are meeting our technical requirements

·       Review trend analysis and implement technical changes as needed

·       Ensure successful deployment of software and hardware updates to the field by performing in-house system testing before implementing any changes to production

·       Create bug related tickets that would impact event success and work with engineering to prioritize them

·       Troubleshoot and resolve all hardware and software related issues pertaining to streaming a live event  



What We’re Looking For  

·       2-3 years of tech support experience-Bonus

·       Engineering background

·       Strong Troubleshooting skills

·       Effective communication skills

·       Critical thinker

·       Situational awareness

·       Ability to work well within a team environment

·       Open to Learn New Technologies

·       Strong Time Management Skills

·       Being Flexible with Working Hours

·       Excellent interpersonal skills and superior customer service

·       Experience with software products is desired

·       Knowledge of VR headsets is a plus

·       Experience within med-tech industry is a plus

·       Ability to clearly explain detailed instructions

·       Basic technical aptitude

·       Ability to remain calm and handle pressure

·       Educated to degree level preferred but not essential



What We Offer  

More about what it’s like to work with us  


Immertec is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status.