Client Support Specialist III (Medtech)

TL;DR

Client Support Specialist III (Medtech): Leading technical support operations for advanced ultrasound imaging hardware and software with an accent on complex escalation management and team development. Focus on diagnosing hardware-app interaction failures, optimizing support workflows, and driving continuous improvement through AI-enabled tools.

Location: Must be based in New York City, NY (Hybrid)

Salary: $75,000 - $80,000 + bonus + equity

Company

hirify.global is a digital health company revolutionizing ultrasound imaging through proprietary Ultrasound-on-Chip technology and AI-driven software solutions.

What you will do

• Resolve complex technical escalations for Butterfly hardware and mobile applications.
• Lead and mentor support associates to achieve operational and quality objectives.
• Act as the primary liaison between support and engineering teams for root-cause resolution.
• Develop training materials and document workflows to enhance team expertise.
• Optimize cross-functional escalation pathways and implement monitoring tools.
• Champion the adoption of AI-enabled tools and automation to improve service delivery.

Requirements

• Must be legally authorized to work in the United States without sponsorship.
• Prior experience in a lead role within Customer Support or Account Management.
• Hands-on experience with mobile app support (iOS/Android) and log analysis.
• Proven ability to manage high-priority customers with calm urgency.
• Strong communication skills for explaining technical concepts to non-technical audiences.
• Experience partnering with cross-functional teams to build tools and processes.

Nice to have

• Experience with hardware diagnostics or connected physical devices.
• Familiarity with medical-imaging products, PACS/RIS, or clinical IT systems.
• Experience with AI-enabled support tools or digital transformation initiatives.

Culture & Benefits

• Comprehensive health, dental, and vision insurance with HSA contributions.
• 401k plan with company match.
• Unlimited Paid Time Off plus 10 holidays per year.
• Employee Stock Purchase Plan (ESPP) and equity participation.
• Parental leave and comprehensive Employee Assistance Program.
• Collaborative office environment in NYC with stocked kitchens.