Role Details

Location: San Pedro Sula or Tegucigalpa
Work Arrangement: Hybrid
Type of Support: Phone, chats and Emails 
Contract Duration: Full-time
Work Schedule: Open to shifting schedules (subject to business requirements)

About Us

Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.

More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact. Join us at Crescendo, and let’s build the future of customer experience together.

Welcome to Crescendo. Welcome to what’s next.
 

The Role

As a Systems Troubleshooting Engineer, you will provide senior-level technical support for advanced medical diagnostic systems used in hospitals, clinics, and laboratories. You will ensure the reliability and performance of clinical hardware and software solutions critical to patient care, including neurodiagnostic, hearing, and newborn screening systems.

What You’ll Do:

• Deliver expert-level support for installation, configuration, and maintenance of medical-grade hardware and clinical software platforms
• Diagnose and resolve complex issues involving diagnostic systems (e.g., brain monitoring, sensory testing, and patient data acquisition tools)
• Troubleshoot system integration challenges across hospital IT environments, including device connectivity and data workflows
• Perform firmware and software upgrades while ensuring compliance with clinical and regulatory standards
• Manage end-to-end support cases, including equipment repair, replacement, and return logistics
• Monitor support queues to ensure timely resolution aligned with healthcare SLAs
• Provide multilingual technical support across voice, email, and chat channels
• Document, escalate, and collaborate on complex cases with advanced engineering and product teams
• Lead remote troubleshooting sessions with healthcare professionals using secure remote tools
• Analyze logs and system data to identify root causes and prevent recurring issues
• Support mission-critical environments where uptime and accuracy directly impact patient outcomes

What We Expect From You:

• 2+ years of experience in hardware/software technical support, preferably in healthcare, medical devices, or regulated environments
• Advanced (C2) English proficiency; additional language skills are a strong advantage
• Strong troubleshooting skills in integrated hardware-software systems
• Ability to work independently in high-pressure, time-sensitive environments
• Excellent communication skills with the ability to support clinical users professionally
• Strong attention to detail, especially in documentation and compliance-sensitive tasks
• Experience using remote diagnostic tools, log analysis, and case management systems
• Ability to prioritize multiple technical cases in a fast-paced support environment

What You’ll Get In Return:

• Hybrid working arrangements
• Competitive base salary
• Generous paid time off
• Comprehensive benefits package including medical, dental, and vision options
• Access to free posture-based fitness workouts from home
• Training and professional development opportunities
• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other.

• Care for others: Empathy is a key driver. When people thrive, so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
• Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next.
• Take ownership: Bold choices with integrity at the core—that’s how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact careers@crescendo.ai.

PRIVACY NOTICE

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To understand more about Crescendo’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.