Senior Customer Technical Support Specialist (Lab Automation)

Location: USA - Remote. Fully remote from a home office, working Wednesday through Saturday from 4:30 PM ET to 3:00 AM ET the following day, with regularly scheduled on-call coverage after training.

Salary: $31.00–$41.00 per hour, plus eligibility for bonus or incentive pay.

Company

hirify.global’s Beckman Coulter Diagnostics develops clinical diagnostics and laboratory automation solutions used by hospitals, research laboratories, reference laboratories, and physician offices worldwide.

What you will do

• Provide technical support to customers by telephone, email, video conference, and other communication channels.
• Independently resolve routine and complex issues across the Lab Automation product line.
• Distinguish between hardware and software problems and resolve issues remotely where possible.
• Dispatch the appropriate technical resource when an issue requires further intervention.
• Maintain strong communication, soft skills, and quality standards in a 24/7 support environment.

Requirements

• Bachelor’s degree in biology, medical technology, medical laboratory technology, or clinical laboratory science.
• At least 3 years of laboratory or field experience.
• Ability to clearly articulate information and provide directions by phone or email.
• Availability for regularly scheduled on-call coverage after successfully completing training.
• Availability for a Wednesday–Saturday, 3rd-shift schedule.

Nice to have

• Experience troubleshooting DxA, Power Express, Power Processor, Aloquoter, Powerlink, Automate, or Intelliserve.
• Experience in a medical technology call center or medical laboratory, particularly Lab Automation.
• Experience in a customer service environment.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance for eligible employees.
• Paid time off and 401(k) benefits.
• Flexible remote working arrangement from home.
• Participation in a customer technical support organization operating 24/7, 365 days a year.