Where you come in
You will drive the evolution of Technical Support troubleshooting and resolution processes.
You will design, review, and improve Troubleshooting Guide (TSG), decision trees, and resolution pathways.
You will develop and maintain scalable troubleshooting frameworks, error code structures, and taxonomy standards.
You will partner with cross-functional stakeholders to improve troubleshooting effectiveness and customer outcomes.
You will collaborate with Sentiment Intelligence, Compliance and Reliability team to identify gaps, defects, and opportunities for improvement within troubleshooting logic.
You will help create guided support experiences that provide agents with the right information at the right time.
You will identify opportunities to leverage automation, AI, and emerging technologies to enhance the Technical Support experience.
You will ensure troubleshooting assets remain accurate, consistent, and aligned globally.
What makes you successful
You have experience leading transformation, process improvement, or business change initiatives within a global organisation.
You have experience designing or improving complex workflows, decision trees, troubleshooting frameworks, or operational processes.
You are skilled at analysing problems and translating them into scalable, standardised solutions.
You have strong stakeholder management skills and can influence outcomes without direct authority.
You bring a strategic mindset while remaining comfortable working with detailed process and logic design.
You are curious about emerging technologies and understand the potential of AI and automation to improve support experiences.
You communicate effectively and build strong partnerships across functions, teams, and regions.
Experience in Operational Excellence, Continuous Improvement, Knowledge Management, Technical Support, Service Operations, or Business Transformation environments is preferred.
What you’ll get
Comprehensive onboarding and training on the job.
Opportunity to work in a diverse and inclusive environment with colleagues representing 45+ different nationalities.
Hybrid working model, offering the flexibility to work both remotely and in a modern, well-equipped office space.
5 additional vacation days, with potential for more for parents, students, and other cases with approval.
Opportunity to work from other countries for up to 30 days per year.
Health Insurance including reduced premiums available for dependents.
Life and Accident insurance coverage.
3rd Pillar Private Pension plan.
Health and Wellness programs, including access to online coaching and therapy sessions
Fertility, Family-Forming, Menopause and Men’s health support services.
Regular team-building events that foster collaboration and connection.
Best-in-class training and career development programs.
Exclusive discounts on restaurants, spas, clothing, gyms, entertainment, and more.
Access to a fitness tracking app with rewards for staying active.
Free parking space at the city center office location.
Travel Required
0-5%
Experience and Education Requirements
Typically requires a Bachelor’s degree and a minimum of 8-12 years of related experience.
Flex Workplace
Your primary location will be an office, based in Vilnius. You will not have an assigned workstation and will work with your manager to determine office visit needs. You must live within commuting distance of your assigned Dexcom site.
To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.
AI in Hiring Notice: We may use AI supported tools to help make our hiring process more efficient, consistent, and accessible for candidates around the world. All hiring decisions are made by people.
At Dexcom, we are committed to providing a fair and inclusive recruitment process, and welcome candidates of all genders and gender identities to apply. If any wording in this description appears unintentionally gendered or exclusionary, please be assured this is not intentional.
Should a reasonable accommodation be necessary to aid a disability, requests should be sent to Dexcom Talent Acquisition at talentacquisition@dexcom.com.
The monthly base salary for this position is from €3,768.33 to €4,876.67 gross. Final offer will depend on your qualifications, competencies, and professional experience.
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