German-Speaking Technical Support Specialist II (Medical Devices)

Location: Hybrid, Frankfurt, Germany. The role includes remote technical support by phone, email, and remote support tools, collaboration across multiple countries, and participation in an after-hours support rota.

Company

hirify.global develops laboratory instruments, biotechnology solutions, and in vitro diagnostic systems for clinical and biopharmaceutical markets.

What you will do

• Provide advanced technical support for hirify.global instruments and associated systems.
• Troubleshoot complex instrument, application, software, networking, connectivity, and integration issues.
• Act as an escalation point for frontline support teams and support customers, field service engineers, commercial teams, and internal stakeholders.
• Document cases accurately in CRM systems and support RMAs, service quotations, and customer follow-up.
• Create troubleshooting guides, FAQs, technical documentation, and knowledge-base resources.
• Support training, knowledge transfer, KPI achievement, and continuous improvement initiatives.

Requirements

• Fluent English and German, written and spoken.
• Experience in technical support, customer support, field service, laboratory support, medical devices, diagnostics, biotechnology, or a similar technical environment.
• Strong troubleshooting, root-cause analysis, and customer communication skills.
• Experience with CRM or case-management systems.
• Knowledge of networking principles, including TCP/IP, device connectivity, remote access tools, and system integrations.
• A degree or equivalent experience in biomedical engineering, medical technology, biology, chemistry, electronics, engineering, life sciences, or a related technical or scientific discipline is preferred.

Nice to have

• Experience with medical devices, laboratory instruments, point-of-care diagnostic systems, or biotechnology equipment.
• Salesforce or similar CRM experience.
• Knowledge of LIS, middleware, hospital networks, or integrated healthcare IT environments.
• Experience creating technical documentation or training materials.
• Additional European language skills.

Culture & Benefits

• Work in a collaborative, empowered, and customer-focused environment.
• Collaborate with international teams across the EMEA region and multiple internal functions.
• Contribute to products and services supporting laboratories, healthcare professionals, drug development, and patient care.
• Compensation and benefits are aligned with applicable laws and regulations in the relevant country.
• Participate in a mission-driven organization focused on innovation, quality, and global health impact.