Director, Customer Support (Medtech)

Location: Austin, Texas, United States

Base salary: $180,000–$220,000, plus bonus and equity.

Company

hirify.global is a publicly traded medical technology company developing AI-driven, non-invasive cardiac analysis and SaaS solutions for diagnosing and managing coronary artery disease.

What you will do

• Lead and develop a customer support team serving physicians and hospital staff.
• Define scalable support strategies, service levels, escalation processes, tools, training, and operational resources.
• Manage customer issue resolution and investigations of complaints related to product quality and accuracy.
• Monitor customer satisfaction, KPIs, quality records, feedback, and trends using a data-driven approach.
• Represent customer needs to Product and Engineering teams and support product updates, defect corrections, and new-feature enablement.
• Ensure customer support activities comply with applicable medical regulatory standards.

Requirements

• BS or BA degree, or equivalent related experience; medical or technical training is preferred.
• 8+ years of management experience.
• Experience with project and personnel management, coaching, mentoring, and cross-functional leadership.
• Strong data organization and analysis skills, including quality records and trend reporting.
• Excellent verbal and written communication, problem-solving, accountability, and organizational skills.
• Experience with CRM systems, ticketing systems, SaaS tools, Excel, or other data analysis tools, plus knowledge of regulations such as 21 CFR 820.198, 21 CFR 803, 21 CFR 806, ISO 13485, HIPAA, and GDPR.

Nice to have

• Healthcare IT experience with PACS, DICOM, HIPAA requirements, and PHI protection.
• Knowledge of imaging and CT scanner technology.
• Understanding of coronary physiology.

Culture & Benefits

• Bonus and equity in addition to the base salary.
• Work in a medical technology environment focused on precision heart care and healthcare innovation.
• Equal-opportunity workplace committed to respect and non-discrimination.