Technical Support Specialist (Medical Devices)

Location: Onsite in Waltham, Massachusetts, United States.

Salary: $60,000–$70,000 annually.

Company

hirify.global develops instruments and diagnostic solutions for biopharmaceutical, clinical, biotechnology, and life sciences applications, with headquarters in Massachusetts and a global customer base.

What you will do

• Provide technical support for end-user instrument systems, including operation, maintenance, troubleshooting, alignments, and resolution of technical issues.
• Communicate with end users, Field Service teams, Commercial teams, and in-house support to diagnose problems and deliver effective solutions.
• Create and manage detailed customer cases in the CRM system, documenting issues, troubleshooting steps, and resolutions in line with medical device quality standards.
• Gather data for service quotes, guide customers on maintenance and repairs, issue RMAs, and coordinate follow-up actions.
• Participate in rotating after-hours support for 24/7 technical assistance and help train Technical Product Specialists, Field Service teams, and Commercial teams.
• Contribute to customer and Technical Support special projects and perform additional assigned responsibilities.

Requirements

• Technical aptitude with the ability to understand, analyze, and troubleshoot complex systems.
• Clear and professional verbal and written communication, including the ability to explain technical information in an easy-to-understand manner.
• Some experience with technical writing and/or accurate documentation in CRM or case-management systems.
• Strong interpersonal, analytical, problem-solving, organizational, time-management, multitasking, and customer-service skills.
• Ability to work independently and contribute effectively within a team in a fast-paced, pressurized, self-directed environment.
• Proficiency with MS Office, Teams, Outlook, and general computer systems.
• Minimum BS or equivalent in Chemistry, Biology, Medical Technology, Biomedical Engineering, or Electronics.
• Entry-level position; experience is not required, but 0–2+ years in customer support, technical support, or a related customer-facing role and a clinical or biotechnology laboratory background are preferred.
• Ability to use basic office equipment, remain stationary for long periods, communicate with customers by phone and email, lift or carry up to 75 lbs, and wear PPE.

Nice to have

• Medical device, point-of-care, clinical laboratory, or research laboratory experience.
• Salesforce experience and familiarity with ERP and CRM systems.
• Experience in biologics production or manufacturing environments.
• Experience in bioengineering.

Culture & Benefits

• Flexible medical, dental, and vision coverage.
• Competitive 401(k) company match and bonus program.
• Generous PTO and paid holidays.
• Tuition reimbursement and professional development opportunities.
• Professional engagement and company events, plus lunch and cafeteria benefits at selected Massachusetts and Maine offices.
• Hybrid and flexible work arrangements are listed among company benefits, while this role is specified as onsite in Waltham.