The Company
Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.
We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.
Meet the team:
The Knowledge Management & Resolution Engineering team is focused on transforming how Technical Support agents guide customers from issue identification through resolution. The team designs and governs scalable troubleshooting and resolution frameworks that provide agents with the right guidance, information, and tools at the right time, helping deliver more consistent and effective customer outcomes.
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…