Customer Technical Support Specialist (Diabetes Technology)

Location: Fully remote within the United States. Training is remote. Shifts operate 24/7, including possible weekends and holidays, with start times between 3:00 AM and 10:00 PM PST.

Salary: $18.50–$21.50 per hour, plus bonus and benefits.

Company

hirify.global develops and supports diabetes technology, including the Tandem Mobi system, t:slim X2 insulin pump, Control-IQ+ technology, mobile applications, and connected patient services.

What you will do

• Provide technical support to customers, patients, caregivers, and healthcare professionals by phone, chat, and email.
• Answer questions and troubleshoot insulin pumps, connected software, mobile applications, the t:connect portal, and CGM integrations.
• Document customer interactions accurately in the CRM system using approved guidelines, training materials, and process flow charts.
• Perform t:connect log analysis and identify potential product health and safety issues.
• Resolve stressful customer situations with empathy, sound judgment, and clear communication.
• Represent customer needs internally and suggest improvements to customer processes and support materials.

Requirements

• Must be authorized to work for any employer in the United States.
• High school diploma required.
• Ability to follow flow diagrams and decision trees and work with CRM and electronic documentation systems.
• Clear verbal and written communication skills for telephone, chat, and email support.
• Ability to troubleshoot web-based software, browsers, networks, hardware, and connectivity issues.
• Ability to type at least 55 words per minute accurately and work assigned shifts, including weekends and holidays.

Nice to have

• Knowledge of HIPAA and experience in a HIPAA-regulated environment.
• Previous customer service, IT helpdesk, technical troubleshooting, or electronic documentation experience.
• Associate or bachelor's degree in biology or a health-related field.
• Bilingual Spanish or French communication skills.
• Knowledge of driver installation, USB communication, security settings, server configuration, and internet connectivity.

Culture & Benefits

• Medical, dental, and vision coverage available from the first day.
• Health savings and flexible spending accounts.
• At least 20 days of paid time off and 11 paid holidays per year.
• 401(k) plan with company match and an employee stock purchase plan.
• Remote equipment is provided, with a workplace focused on customer advocacy, inclusion, and professional growth.

Hiring process

• Employment is contingent on a pre-employment drug test, excluding marijuana, and background check.
• Applicants must complete the required training plan before assuming job responsibilities.