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Customer Support Engineer - Israel

ART MEDICAL is a well-funded, medical startup developing cutting-edge technologies for ICU patients. Our smART+™ platform is an intelligent, sensor-based feeding system for critical care patients that aims to prevent life-threatening in-hospital complications, such as ventilator-associated pneumonia, malnutrition, and acute kidney injury. With the introduction of Nutrition Management 2.0™ to critical care patient scoring systems, the smART+™ platform monitors, analyzes, and prevents malnutrition and gastric aspiration in real-time. By providing optimal nutritional care and achieving up to 100% feeding efficiency, the smART+™ platform improves the standard of care and helps ICU patients recover faster.
Our team is growing and we are looking for a talented Customer Support Engineer to join our team. As part of our company, you will take part in the pilots in Israel and abroad. The job includes a company car.

Role & Responsibilities

  • Provide technical support and assistance on-site and/or by phone, email, and any other media of communication. You will also advice customers on using ART MEDICAL products and services.
  • Effectively coordinate and schedule installations, onsite support, training, and other field service activities to ensure that customer expectations are met.
  • Ensure all customer requests and dispatches are well documented, coordinated, prioritized, and organized for review, or follow-up actions whenever necessary.
  • Work closely with Operations, R&D, and QA/RA to manage customer requests to closure as fast as possible measuring performances and generating metrics reports.
  • Ready to spend long days and nights at the Hospital during the onboarding process including weekends.
  • Work in the back office in a “Call Center”.


  • Medical device technician course – an advantage
  • 3+ years of experience as a respiration technician or equivalent – a must
  • Self-motivated with strong customer satisfaction and support focus, with good organizational, interpersonal, verbal, and written communication skills
  • Professional appearance and demeanor
  • Must be comfortable working in the Hospital ICUs
  • Must be able to build strong relationships with Hospital staff
  • Must be comfortable interacting with customers and addressing customer needs with a sense of urgency
  • Excellent verbal and written communication skills in English (other languages are an advantage)
  • Available to travel abroad up to 30% of the time
  • Available to work shifts including weekends and holidays

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