Product Support Engineer (Medical Devices)

Location: Remote; travel to hirify.global headquarters and domestic and international customer sites may be required

Salary: $96,000–$128,000 USD per year

Company

hirify.global develops hardware and software products supported by service, engineering, production, and R&D organizations.

What you will do

• Lead Tier 3 technical troubleshooting and root-cause analysis for complex customer issues.
• Bridge service operations with QARA, R&D, and Production to resolve high-priority escalations, reproduce bugs, and conduct on-site or remote field investigations.
• Build and deliver technical training for support teams covering new hirify.global hardware and software releases, including knowledge base articles and service bulletins.
• Analyze support trends and team KPIs to identify technical risks, improve first-time fix rates, and enhance product reliability.
• Provide structured feedback to R&D and product teams on design, serviceability, customer experience, and actionable engineering improvements.
• Advocate for lower customer ownership costs and improved serviceability throughout the product lifecycle.

Requirements

• Proven ability to own complex customer issues and lead them through resolution, on-site or remotely.
• Comprehensive expertise in root-cause analysis and troubleshooting, using facts and data to form hypotheses, document complex technical concepts, and define actionable engineering work items.
• Working knowledge of at least one neurodiagnostic modality, such as EMG/NCS, EEG, intraoperative neuromonitoring (IONM), or sleep diagnostics, including clinical workflows, patient setup, and practitioner use of these systems.
• Technical literacy across software and hardware build lifecycles, firmware concepts, and system architecture, with practical experience using Azure DevOps, Windows Event Viewer, and Claude.
• Strong cross-functional collaboration and communication skills.
• Bachelor's degree in Engineering, Business, or a related technical or clinical field; equivalent experience will be considered.
• Approximately 4+ years of experience working with service management teams as a subject matter expert.
• Ability to demonstrate integrity, initiative, accountability, commitment to excellence, and service to others.

Nice to have

• Experience working in regulated environments, including ISO, FDA, or MDR.
• Familiarity with service management software, CRM systems, and analytics tools.
• Background in medical devices, healthcare technology, or software development.
• EMG experience.

Culture & Benefits

• Remote work with required travel to headquarters and domestic or international customer sites as needed.
• Work focused on integrity, initiative, accountability, commitment to excellence, and service to others.
• Equal employment opportunity across protected characteristics.
• Reasonable application accommodations are available upon request.