Lead Product Support Engineer (Medtech)

TL;DR

Lead Product Support Engineer (Medtech): Providing expert-level support and resolving complex technical issues for customers using the hirify.global platform in highly regulated industries with an accent on technical troubleshooting, root-cause analysis, and customer enablement. Focus on diagnosing configuration, workflow, and integration challenges and contributing insights to the product roadmap.

Location: Hybrid in Boston or Cambridge, Massachusetts, United States. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of employment Visas (including H-1B), F-1 visas, or Optional Practical Training (OPT) status at this time.

Compensation: $115,000–$145,000 base + variable + equity options

Company

hirify.global is saving and improving lives by making medical software safe and reliable, empowering software teams to create safe, secure, and compliant products, and is at the forefront of helping teams incorporate AI/ML into medical software.

What you will do

• Serve as the primary point of contact for complex technical inquiries and product issues.
• Diagnose and resolve configuration, workflow, and integration challenges with speed and accuracy.
• Lead structured root-cause analysis and manage escalations to Engineering or Product teams.
• Develop deep technical expertise in the hirify.global platform and its applications in regulated environments.
• Provide training, best-practice guidance, and technical documentation for customers.
• Capture and synthesize customer feedback to inform product roadmap discussions.

Requirements

• Bachelor’s degree in Engineering, Computer Science, Life Sciences, or related technical field, or equivalent professional experience.
• 3+ years of experience supporting software in regulated industries (medical device, pharmaceutical, biotech).
• Hands-on knowledge of quality management systems, validation processes, or compliance frameworks (FDA 21 CFR Part 820, ISO 13485, etc.).
• Proven experience troubleshooting and configuring complex SaaS or cloud-based platforms, including APIs and integrations.
• Exceptional ability to communicate technical concepts to both technical and non-technical audiences.
• Strong analytical and problem-solving skills with a systematic approach.

Nice to have

• Experience with software validation protocols (IQ/OQ/PQ) and verification practices.
• Background in quality management system implementation or auditing.
• Familiarity with regulatory submission processes (510(k), PMA, CE marking).
• Experience with data integrity requirements in regulated environments.
• Previous experience in technical account management, customer success, or similar customer-facing roles.

Culture & Benefits

• Competitive compensation and generous stock options.
• Work in an exciting field with a positive impact on the world.
• Opportunity to learn and grow as part of a global team.
• Generous PTO.
• Hybrid work schedule (Monday - Friday).