Technical Support Engineer (Medtech)

TL;DR

Technical Support Engineer (Medtech): Supporting a connected hardware and software platform for Automated External Defibrillators (AED) with an accent on root cause identification and system diagnostics. Focus on analyzing logs, troubleshooting complex device connectivity issues, and resolving data discrepancies across CRM and ERP systems.

Location: Hybrid in Brisbane, CA

Salary: $72,000 - $85,000

Company

hirify.global is a growth-stage medtech company developing connected AED technology and software platforms to improve cardiac arrest survival rates.

What you will do

• Diagnose and resolve complex issues across hardware, software, and system integrations.
• Analyze logs and backend data to identify root causes in real-time during customer calls.
• Manage the end-to-end resolution of technical cases, reducing unnecessary escalations to engineering.
• Investigate data flow discrepancies between Salesforce, NetSuite, and internal platforms.
• Improve troubleshooting guides, runbooks, and Help Center content to enhance system reliability.
• Partner with Engineering, Product, and Quality teams to resolve deep-seated technical issues.

Requirements

• 3-6 years of experience in technical support or support engineering.
• Experience with log analysis and system diagnostics in complex hardware/software environments.
• Proficiency with Salesforce, NetSuite, Zendesk, or similar enterprise tools.
• Experience operating in a real-time, phone-first support environment.
• Location: Must be based in or able to work in a hybrid setup in Brisbane, CA.

Nice to have

• Experience supporting connected devices or hardware+SaaS platforms.
• Background in incident management or high-availability environments.
• Experience translating complex technical issues into clear, customer-friendly communication.

Culture & Benefits

• Opportunity to work for a mission-driven company focused on saving lives.
• Fast-paced, evolving startup environment with a focus on creative problem-solving.
• Commitment to equal employment opportunity and reasonable accommodations.