Product Support Analyst

Location: Washington, DC

Type: Full Time

Min. Experience: Entry Level

B-Line Medical is seeking a Product Support Analyst to join our Support team. B-Line Medical is an industry-leading company with 350 clients in 17 countries. Our software records multiple video streams, pulls data from medical devices and simulators, and includes an advanced learning management system.

As a member of B-Line Medical's Support team, you will provide support for the B-Line Medical products to our customers and partners.  You will have a key role in creating an outstanding customer experience by using troubleshooting and communication skills to ensure technical problems are analyzed, documented, and resolved.  This customer-focused team environment is driven by the needs of our client base and maximizing their customer experience.

This role requires the use of judgment and independent decision-making when managing your caseload.  Performance is gauged by your attitude toward customers, dependability, punctuality, job knowledge, communication skills, and technical aptitude.

What you will be doing:

  • Responsible for maintaining a high level of customer satisfaction with clients
  • Demonstrates reliable attendance and punctuality within established work schedule
  • Recommend enhancements regarding product, application or documentation
  • Independently identify, troubleshoot, document and replicate customer problems and then escalate complex problems to the Development & QA Team in accordance with escalation procedures
  • Understand & deliver established service level agreements
  • Document all client requests for assistance in helpdesk ticketing system
  • Proactively seek opportunities to improve customer relations
  • Take initiative and be proactive to mitigate customer service issues before they arise
  • Educate other team members and problem-solve issues that arise
  • Perform software upgrades or other special projects as assigned
  • Follow standard Support processes and procedures
  • Provide on-call services on a rotational basis

What we are looking for:                                                                                                                                                  

  • Experience with Internet and/or Network infrastructure technologies (Web Servers, SSL Certificates, FTP, DNS, Network Security, etc.)
  • Experience with administration of Microsoft Windows XP, Vista, 7, Server 2003 and Server 2008
  • Experience with administration of Microsoft IIS 6 and 7
  •  Experience with relational database technologies, especially Microsoft SQL Server 2005 and 2008
  •  Demonstrate the ability to troubleshoot and resolve problems in a technical team-oriented environment
  • Strong verbal, written and interpersonal communication skills                                                                    
  • Good time-management skills with the ability to manage multiple tasks and priorities                                         
  • Bachelor’s degree in Computer Information Systems, similar field or equivalent technical support experience
  • Advanced Certification: A+, Network+, MCSA, CCNA or other industry-recognized advanced certification.


  • Experience implementing or supporting web-based applications
  • Experience with Web application or Desktop software development
  • Experience with SSL Certificates
  • Audio-Video Integration or Support  experience
  • Experience with VB Scripting
  • Experience with LDAP, Active Directory, OpenLDAP, etc.
  • Possible travel           


  • Competitive pay
  • Ten to twenty days per year of vacation time, increasing with seniority
  • Sixteen days per year of paid holidays
  • 401K with unilateral company contributions
  • Annual profit sharing plan
  • Multiple medical benefit plan options including flexible spending account, as well as dental and vision 
  • Transportation partial reimbursement
  • Tuition reimbursement program
  • Short term disability insurance
  • Enjoy a casual working environment 


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