Technical Support Specialist Team Lead (MedTech)

TL;DR

Technical Support Specialist Team Lead (MedTech): Providing advanced phone and email support for hirify.global’s diagnostic and laboratory products with an accent on complex troubleshooting, technical documentation, and cross-functional coordination. Focus on leading escalations, improving support processes, managing technical projects, and maintaining accurate CRM case records.

Location: Waltham, Massachusetts, United States; hybrid and flexible work arrangements are available.

Salary: $95,000–$100,000 per year.

Company

hirify.global develops and manufactures diagnostic, biotechnology, and in vitro diagnostic instrumentation for clinical and biopharmaceutical applications.

What you will do

• Provide advanced technical support to end users, field personnel, and internal teams by phone and email.
• Diagnose complex product and system issues and coordinate resolution with Technical Support, Field Service, Commercial, and other departments.
• Act as the escalation point and technical resource for Product Support Specialists.
• Own technical support projects, investigations, reporting, process improvements, and related documentation.
• Create and review troubleshooting guides, field procedures, FAQs, and customer-facing support materials.
• Coordinate team resources, project delegation, on-call schedules, and lab maintenance activities.

Requirements

• At least 5 years of experience in customer support, technical support, or a related customer-facing role.
• Demonstrated ability to troubleshoot complex technical issues and analyze complex systems.
• Bachelor’s degree or equivalent in Chemistry, Biology, Medical Technology, Biomedical Engineering, Electronics, or a related field.
• Experience with technical writing, CRM or case management systems, Microsoft Office, Teams, Outlook, ERP systems, and CRM applications.
• Strong communication, customer service, leadership, organization, prioritization, and problem-solving skills.
• Ability to lift and carry up to 75 pounds and wear required personal protective equipment.

Nice to have

• Experience with medical devices, point-of-care products, clinical laboratories, research laboratories, or biotechnology laboratories.
• Salesforce experience.
• MLT/MT certification.
• Familiarity with biologics production and manufacturing environments.

Culture & Benefits

• Flexible medical, dental, and vision coverage.
• Competitive 401(k) company match, bonus program, generous paid time off, and paid holidays.
• Tuition reimbursement and professional development opportunities.
• Hybrid and flexible work arrangements with employee engagement events.
• Office food benefits at locations in Massachusetts and Maine, including subsidized cafeteria access at the Waltham office.