Customer Care - Product Technical Support Specialist (Medical Devices)

Location: Pittsburgh, Pennsylvania, hybrid; remote opportunities in other U.S. locations. Training is approximately 8–10 weeks, Monday–Friday, 8:00 a.m.–4:30 p.m. ET. Availability to cover 24/7 support on at least one weekend day is required; the current schedule targets second shift.

Salary: $19.00–$23.00 per hour

Company

hirify.global develops medical devices, software, and related services for patients with serious cardiopulmonary and respiratory conditions.

What you will do

• Provide Tier 1 technical guidance to patients, families, clinicians, and medical professionals by phone, email, and other channels.
• Analyze product and user problems, diagnose probable causes, and apply troubleshooting techniques to resolve issues.
• Educate users on product maintenance and operation while providing time-sensitive guidance that supports patient safety.
• Document customer interactions and alleged product deficiencies involving quality, safety, performance, reliability, labeling, or packaging.
• Identify recurring customer issues and share insights that support product and service improvements.
• Coordinate with Customer Support and Field Personnel to dispatch representatives to patient locations when required.

Requirements

• Technical aptitude or experience troubleshooting basic to complex product-related systems.
• Strong oral and written communication skills, including the ability to explain technical issues to different types of end users.
• Exceptional customer service skills and empathy for direct patient contact.
• Ability to work independently, manage time, and prioritize tasks in a fast-paced patient-contact and call-center environment.
• Computer literacy, including Microsoft Office experience.
• Associate's or bachelor's degree in a related field is preferred.

Nice to have

• Product support or customer-facing experience in the medical, safety, or life-saving products industry.
• Experience with CRM systems, knowledge bases, and support tools.
• Medical or clinical experience.
• Fluency in Spanish.

Culture & Benefits

• Work supports patients using cardiac management solutions, including wearable defibrillator and heart-failure monitoring technologies.
• Collaboration with Customer Support, Field Sales, medical personnel, and cross-functional teams.
• Exposure to product updates, technical specifications, regulatory requirements, and continuous improvement initiatives.
• Comprehensive employee benefits are available.