Job Summary:

Senseonics is the pioneer in long term, implantable continuous glucose monitoring systems in the world and we believe that helping people with diabetes to fully realize and adopt the benefits of a transformative product cannot happen without the commitment to providing best possible support – to all customer segments including distribution partners, physicians and end-users. Fulfilling that promise means having the brightest talent with a strong customer-oriented mindset. The position looks to place a professional who can harness his/her technical acumen towards maintaining the accuracy of product knowledge of the customer support and field-based teams. This person will be a liaison between the design/development team and commercial team in translating product specifications in to product behavior and be a technical lead within the customer support organization.

Duties and Responsibilities include, but are not limited to:

Advanced Troubleshooting customer issues coming from the field and users effectively and provide resolutions based on analysis of data from the productHelp achieve a successful and positive customer experienceReport and track trend analysis Review and edit technical troubleshooting documents and help provide technical content suitable for supporting end users and our partnersSupport commercial team and programs Review product requirements, specification and design documents and translate them into knowledge on product behaviorMay require some training of commercial team members, partners and field-based personnel on technical aspects of product behaviorContinuously improve processes and stay current with product changes

Knowledge, Skills, Abilities and Requirements:

Experience in an engineering-related field, or other suitable technical support experience, is required An overall work experience of at least 3 years with at least 1 year in a support or an application engineer role is requiredUnderstanding of the user interface and operation of android and iOS cellular technologies/devices is crucialPrior experience in a support team is desirablePrior experience order processing is desirable Experience communicating with other teams – both technical and Quality, is highly desirableExperience in maintaining and updating technical support materials is importantUnderstanding medical sensors is desirablePrior experience with Bluetooth based communication in medical systems and general understanding of Bluetooth communication protocols is highly valuableMust have an open mind to learn, adapt and excelExcellent communication skills - verbal and written Strong interpersonal skills and the ability to work with a team of diverse work experience and backgroundsExceptional organizational skills and the drive to use the most efficient and effective tools for the jobExperience with digital health solutions is a highly preferredExperience in diabetes devices preferredKnowledge of diabetes, how people with diabetes manage it is desirable