About Analog Devices

Analog Devices, Inc. (NASDAQ: ADI ) is a global semiconductor leader that bridges the physical and digital worlds to enable breakthroughs at the Intelligent Edge. ADI combines analog, digital, and software technologies into solutions that help drive advancements in digitized factories, mobility, and digital healthcare, combat climate change, and reliably connect humans and the world. With revenue of more than $9 billion in FY24 and approximately 24,000 people globally, ADI ensures today's innovators stay Ahead of What's Possible™. Learn more at www.analog.com and on LinkedIn and Twitter (X).

          

Job Summary:

A dedicated and experienced Customer Support Team Lead to work as a support representative for our customers and assist in overseeing day-to-day operations of our support team. Support a team of representatives assisting both healthcare professionals and patients with software usage, device troubleshooting, and inquiries related to our Sensinel CPM System and other devices produced by Analog Devices, Inc.

As Team Lead, you will be responsible for maintaining support tools, conducting representative training and coaching, auditing support interactions, and ensuring that high-quality service is consistently delivered. You’ll play a key role in identifying and driving improvements in workflows and act as a critical liaison between the support team and upper management.

Key Responsibilities:

Team Leadership & Staff Support:

• Serve as the first point of contact for frontline support team members needing guidance or escalation assistance. Deliver clear, constructive feedback and performance insights to team members.
• Provide ongoing training, mentorship, and coaching, ensuring team members are equipped to support both clinical professionals and patients effectively.
• Review and audit support cases to monitor team performance, communication quality, and compliance with internal policies and standards.

Operational Oversight:

• Maintain and optimize the tools and systems used by the support team (e.g., ticketing platforms like ServiceNow and knowledge bases).
• Monitor support workflows, case queues, and team efficiency, stepping in to reassign tasks and balance workloads as needed.
• Coordinate with customer success and engineering to escalate unresolved or complex issues.

Process Improvement:

• Analyze support trends to identify pain points in current processes and propose actionable solutions.
• Help develop and maintain SOPs, playbooks, and documentation to ensure alignment across the team.

• Act as a liaison between the support team and upper management, providing regular reports on team performance, ticket metrics, and satisfaction.

Remote Troubleshooting and Case Management

• Deliver timely, effective, and clear technical and customer support for healthcare devices and software used by physicians and patients.
• Partner with customer success, applications engineering, software engineering, quality, and product teams to resolve customer concerns efficiently and thoroughly.

Required Skills & Qualifications:

• 3+ years of experience in customer support, with 1+ year in a team lead, supervisor, or mentorship role (preferably in healthcare or telehealth)
• Strong communication and interpersonal skills, with the ability to lead by example
• Proven ability to work with both professional medical staff and patients, with a calm, respectful, and patient demeanor
• Experience with support platforms and CRMs (e.g., Zendesk, ServiceNow); ability to maintain and optimize these tools
• Excellent organizational skills and attention to detail
• Demonstrated ability to coach others and drive a high-performance team culture

Preferred Qualifications:

• Experience in a healthcare support or remote monitoring environment
• Understanding of healthcare compliance and privacy practices (e.g., HIPAA)
• Bilingual or multilingual skills a plus
• Experience working in a remote team environment

For positions requiring access to technical data, Analog Devices, Inc. may have to obtain export  licensing approval from the U.S. Department of Commerce - Bureau of Industry and Security and/or the U.S. Department of State - Directorate of Defense Trade Controls.  As such, applicants for this position – except US Citizens, US Permanent Residents, and protected individuals as defined by 8 U.S.C. 1324b(a)(3) – may have to go through an export licensing review process.

Analog Devices is an equal opportunity employer. We foster a culture where everyone has an opportunity to succeed regardless of their race, color, religion, age, ancestry, national origin, social or ethnic origin, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, parental status, disability, medical condition, genetic information, military or veteran status, union membership, and political affiliation, or any other legally protected group.

EEO is the Law: Notice of Applicant Rights Under the Law.

Job Req Type: Experienced

          

Required Travel: No

          

Shift Type: 1st Shift/Days