L3 Technical Support Consultant (Medtech)

TL;DR

L3 Technical Support Consultant (Medtech): Resolving complex technical incidents involving hardware and software systems for the APAC region with an accent on root cause analysis and escalation management. Focus on troubleshooting escalated cases, mentoring new team members, and improving the technical knowledge base.

Location: Bogotá, Colombia. Work schedule: Sunday to Thursday, 3:00 PM to 12:00 AM

Company

hirify.global is a global leader in 3D scanning and CAD/CAM solutions for the dental and hearing industries.

What you will do

• Provide advanced technical solutions for complex product issues to ensure customer satisfaction.
• Manage escalation processes, document cases, and coordinate with relevant departments for prompt resolution.
• Mentor new employees and facilitate the transfer of technical knowledge within the team.
• Develop, update, and improve articles in the internal knowledge base.
• Identify process gaps and propose improvements to optimize support results.
• Provide product feedback to the Product Management and Development teams.

Requirements

• 3+ years of experience in advanced technical support, preferably in medical or dental technology.
• Experience in a 3rd line, externally facing technical support role.
• Strong root cause analysis and problem-solving skills.
• Ability to work independently and own tickets from initiation to resolution.
• Advanced English (written and spoken) for interaction in a global professional environment.
• Must be based in Bogotá, Colombia and able to work the Sunday-Thursday 3 PM - 12 AM schedule.

Culture & Benefits

• Opportunity to work in a professional and multicultural team.
• Commitment to human diversity and an inclusive community.
• Collaborative environment focused on problem-solving and relationship building.