Technical Support Specialist I, Clinical Products

Location: Hybrid in Waltham, Massachusetts, Monday–Thursday

Salary: $58,800–$72,000 annually

Company

hirify.global develops clinical and biotechnology instruments, in vitro diagnostic solutions, and osmolality testing technologies for drug development and patient care.

What you will do

• Provide phone and email technical support for clinical instruments, including operation, maintenance, troubleshooting, and alignments.
• Diagnose technical issues and communicate clear solutions to end users, Field Service, Commercial, and internal support teams.
• Create and manage detailed customer cases in the CRM according to medical device quality standards.
• Gather data for service quotes, guide customers on maintenance and repairs, and issue RMAs.
• Assist with training for Technical Product Specialists, Field Service teams, and Commercial teams.
• Participate in rotating after-hours support for 24/7 technical assistance and contribute to special projects.

Requirements

• Entry-level background with 0–2 years of experience in customer support, technical support, clinical laboratories, biotechnology, or related areas.
• Bachelor’s degree or equivalent in Chemistry, Biology, Medical Technology, Biomedical Engineering, or Electronics.
• Technical aptitude with the ability to analyze and troubleshoot complex medical, clinical laboratory, or research laboratory systems.
• Clear written and verbal communication, strong interpersonal skills, organization, attention to detail, and problem-solving ability.
• Proficiency with Microsoft Office, Teams, and Outlook; CRM experience is advantageous.
• Ability to work independently, manage shifting priorities, use a computer for extended periods, and lift and carry up to 25–50 pounds.

Nice to have

• Clinical or biotechnology laboratory experience.
• Medical device, point-of-care, clinical laboratory, or research laboratory experience.
• Experience in biologics production or manufacturing environments.
• ERP familiarity or MLT/MT certification.

Culture & Benefits

• Flexible medical, dental, and vision coverage.
• Competitive 401(k) company match, bonus program, generous PTO, and paid holidays.
• Tuition reimbursement and professional development opportunities.
• Hybrid and flexible work arrangements with engagement events.
• Lunch and snack marketplace at select offices and a subsidized cafeteria at the Waltham office.