About the job Technical Customer Support Specialist
About the job: Technical Customer Support Specialist
Location:Istanbul/Hybrid/Remote
Type:Full-Time
About Ceiba
Founded in 2016, Ceiba is dedicated to simplifying healthcare, particularly in critical care, and enhancing the lives of clinicians, nurses, and patients through innovative technology. Our products are globally recognized and used across five continents and more than ten countries. What began as a small team has now grown to nearly 100 people, with offices in Istanbul, New York, and the UAE, and we are continuing to expand.
Join us on this exciting journey. If our mission resonates with you and you'd like to learn more or join our dynamic team, don't hesitate to contact us. We look forward to meeting you!
Job Description / Responsibilities
- Participate in a 24/7 shift-based support rotation, ensuring uninterrupted service delivery for mission-critical healthcare systems across multiple time zones.
- Provide first-level technical and application support via phone, chat, and ticketing systems
- Take full ownership of customer issues from initial contact to resolution
- Perform root cause analysis and ensure proper documentation of findings
- Troubleshoot software, database, system-related, and/or IoMT device issues
- Analyze system logs and monitor alerts to detect issues proactively
- Remotely connect to customers' devices to troubleshoot technical difficulties.
- Escalate complex cases to technical teams with clear documentation and preliminary analysis
- Provide prompt and accurate feedback to customers.
- Maintain SLA compliance and ensure timely response and resolution
- Communicate effectively with both technical and non-technical stakeholders
- Contribute to process improvement and knowledge base development
- Collaborate closely with Product and Engineering teams to improve customer experience and operational efficiency.
Qualifications
- Bachelor's degree in computer science, IT, Biomedical, or a related field
- Minimum 2 years of experience in application or technical support roles within customer-facing environments, preferably in healthcare, medical devices, or SaaS industries
- Basic understanding of software applications, embedded systems, networking concepts, cloud services, APIs, and database technologies such as SQL
- Familiarity with log analysis and troubleshooting methodologies
- Strong analytical and problem-solving skills
- Ability to manage multiple priorities in a fast-paced environment
- Excellent written and spoken English communication skills
- Ability to explain complex technical issues in a clear and structured manner
- Strong customer communication skills with a professional and calm approach
- Empathy and a customer-first mindset
- Confidence in leading or participating in customer calls when needed
Preferred Qualifications
- Experience with Linux commands, Bash, or Python scripting for troubleshooting and improving operational efficiency is a plus.
- Exposure to monitoring and automation tools such as Grafana or Ansible is preferred.
- Familiarity with SLA-based support operations and tools (like Zendesk, ServiceDesk, ServiceNow)