Technical Support Engineer II (Bioprocessing)

Location: Waltham, Massachusetts; Bridgewater, New Jersey; or fully remote for candidates residing in Massachusetts or New Jersey. Occasional travel to customer sites and training may be required.

Estimated salary: $42–$52 per hour, plus eligibility for variable cash programs and, for eligible roles, equity.

Company

hirify.global develops bioprocessing technologies and solutions used in the production of biologic drugs.

What you will do

• Provide technical support to customers, field service engineers, commercial teams, and internal stakeholders through phone, email, and video conferencing.
• Troubleshoot hardware, software, process, and system-related issues involving bioprocessing equipment and technologies.
• Manage Salesforce support cases, documenting inquiries, troubleshooting steps, findings, communications, and resolutions.
• Create, review, and update troubleshooting guides, FAQs, technical notes, manuals, work instructions, and knowledge articles.
• Collaborate with service, product management, engineering, quality, sales, and field service teams to resolve issues and coordinate RMAs, replacement parts, dispatches, and escalations.
• Identify recurring issues and documentation or process improvements while participating in product training and technical workshops.

Requirements

• Bachelor’s degree or equivalent related experience in bioengineering, biotechnology, chemistry, life sciences, engineering, or a related field.
• At least 3 years of experience supporting bioprocessing equipment, biopharmaceutical manufacturing, process development, applications, technical support, field service, or related life sciences activities.
• Ability to independently troubleshoot technical issues using a structured and logical approach and interpret software alarms, diagnostics, event logs, communication errors, and equipment data.
• Experience with Salesforce or similar CRM/service management systems and with technical documentation such as protocols, manuals, SOPs, and work instructions.
• Strong analytical, problem-solving, communication, organizational, and interpersonal skills, with the ability to work independently and cross-functionally.
• Fluent English with strong verbal and written communication skills required.

Nice to have

• Knowledge of hirify.global Systems products, including KrosFlo KR2i, KMPi, RS Systems, FS15, and FS500.
• Knowledge of hirify.global Process Analytics products and platforms, including SoloVPE, FlowVPX, REBEL, MAVERICK, MAVEN, ZipChip, and PATsmart.
• Experience supporting software applications for bioprocessing equipment and automated manufacturing systems.
• Familiarity with networking fundamentals, Windows operating systems, software deployment, remote support tools, GMP, and 21 CFR Part 11.

Culture & Benefits

• Purpose-driven work supporting technologies used to produce biologic drugs.
• Collaboration across global, cross-functional teams.
• Paid time off, health, dental, and vision coverage.
• Retirement benefits and flexible spending accounts.
• Variable cash program eligibility and potential equity for eligible roles.