A hybrid Customer Success role at Avive.
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Original listing text, shown exactly as published by the company.
We are seeking a Technical Support Engineer to serve as a highly technical, customer-facing resource supporting our connected hardware and software platform. This role is responsible for diagnosing and resolving complex issues across devices, systems, and data—often in real time.
This is not a traditional support role. You will operate in a phone-first environment, working directly with customers while leveraging logs, backend data, and system insights to troubleshoot and resolve issues. You will own issues end-to-end, from initial intake through resolution or escalation, with a strong focus on root cause identification.
We are looking for someone who thrives in a fast-paced environment, is comfortable getting into the technical details, and can clearly communicate complex issues in a way that makes sense to the customer.
Technical Troubleshooting & Resolution
Diagnose and resolve complex issues across hardware, software, and system integrations
Analyze logs, system behavior, and backend data to identify root causes
Troubleshoot issues in real time, often while on live customer calls
Own issues end-to-end, ensuring timely and accurate resolution
Customer-Facing Technical Support
Provide support across phone, email, and chat, with a strong focus on phone-based interactions
Guide customers through technical troubleshooting in a clear, structured manner
Translate complex technical issues into simple, actionable steps
Maintain control of customer interactions while working through multi-step resolutions
Systems & Data Investigation
Investigate discrepancies across systems such as Salesforce, NetSuite, and internal platforms
Understand how data flows across systems and impacts device behavior and customer experience
Resolve issues tied to orders, devices, connectivity, and account configuration
Case Management & Escalation
Maintain detailed, accurate documentation of technical issues and resolution steps
Escalate issues when necessary with clear, complete, and actionable context
Partner with Engineering. Product, and Quality on deeper issues
Reduce unnecessary escalations through thorough investigation and problem-solving
Continuous Improvement
Identify recurring issues and contribute to long-term fixes
Improve troubleshooting guides, runbooks, and Help Center content
Stay current on product updates, system changes, and new technical workflows
Provide feedback to Product and Engineering to improve system reliability
Avive
Customer Success
24 open roles on Sydicom
Avive is an American developer and manufacturer of automated external defibrillator and connected emergency response software for cardiac arrest emergencies. Based in Brisbane, California, it is known for developing Avive AED and 4 Minute Community program.
Source: Wikipedia
