Customer Experience Specialist (Healthcare Technology)

Location: Fully remote within the United States; 8 AM–5 PM Pacific Time coverage, with Central or Pacific Time availability required. Travel of up to approximately 20% may be required for customer visits, conferences, training, and company meetings. Office hubs are available in Boston and New York.

Base compensation: $33.65 per hour, plus equity, paid time off, and other benefits.

Company

hirify.global develops at-home EEG and cardiopulmonary signal platforms for neurological, psychiatric, sleep, and central nervous system clinical development and diagnostics.

What you will do

• Serve as a responsive point of contact for healthcare professionals, sleep laboratories, medical practices, customer IT teams, and other users.
• Own customer issues from initial contact through resolution across phone, tickets, email, virtual meetings, and other support channels.
• Troubleshoot Beacon software, medical devices, user accounts, customer workflows, Windows environments, drivers, connectivity, browsers, and customer computing systems.
• Reproduce software issues, review logs and system information, gather technical evidence, identify causes, and distinguish customer-environment problems from product defects.
• Use SQL, data, logs, and technical tools to investigate issues and provide clear reproduction steps and customer impact to Tier 2, Product, Engineering, and other specialized teams.
• Document cases, contribute to knowledge resources and support processes, participate in onboarding and training, and provide workflow feedback to Product and Engineering.

Requirements

• 3+ years of professional experience, including at least 2 years providing direct technical support to external customers, healthcare users, or end users.
• Experience troubleshooting software, hardware, connected devices, Windows environments, or customer computing systems in a customer-facing setting.
• Working knowledge of SQL, including constructing and executing queries to investigate data, customer issues, or application behavior.
• Experience reproducing technical issues, reviewing logs or system information, gathering evidence, documenting findings, and working beyond scripted troubleshooting.
• Experience in a high-volume support environment with strong ownership, documentation, communication, prioritization, and customer follow-through.
• Ability to work the designated Central or Pacific Time coverage schedule, work remotely within the United States, and travel up to approximately 20%.

Nice to have

• RPSGT, CPSGT, RRT, CRT, EEG/neurodiagnostic, nursing, or another relevant allied-health credential or educational program.
• Associate's or bachelor's degree in information technology, computer science, healthcare technology, respiratory care, polysomnography, neurodiagnostics, or a related discipline.
• Experience in sleep medicine, neurodiagnostics, respiratory care, hospitals, clinics, medical practices, or other clinical diagnostic environments.
• Experience with medical devices, SaaS applications, CRM or ticketing platforms, application logs, EHR/EMR systems, APIs, networking, or healthcare integrations.
• Experience working in regulated healthcare or medical-device environments and partnering with Product or Engineering teams.

Culture & Benefits

• Fully remote work supported by asynchronous work practices.
• Collaboration across Customer Experience, Clinical, Sales, Systems Integration, Product, Engineering, Quality, and Operations.
• Base compensation includes equity, paid time off, and other benefits.
• Work culture emphasizes curiosity, simplicity, composability, self-service, empathy, and diverse perspectives.