German-Speaking Technical Support Specialist II (Medical Devices)

TL;DR

German-Speaking Technical Support Specialist II (Medical Devices): Providing advanced technical support for laboratory instruments and associated systems across the EMEA region with an accent on complex troubleshooting, customer communication, and diagnostic connectivity. Focus on resolving instrument, software, networking, and integration issues, escalating complex cases, and improving technical documentation and customer support processes.

Location: Hybrid in Frankfurt, Germany; participation in an after-hours support rota is required.

Company

hirify.global develops laboratory instruments and in vitro diagnostic solutions for biotechnology, clinical, and pharmaceutical applications.

What you will do

• Provide advanced technical support through phone, email, and remote support tools.
• Troubleshoot complex instrument, application, software, networking, connectivity, and system-integration issues.
• Act as an escalation point for frontline support teams and support customers, field service engineers, and internal stakeholders.
• Document cases in CRM systems and support RMAs, service quotations, and customer follow-up.
• Create troubleshooting guides, FAQs, knowledge-base resources, and training materials.
• Contribute to KPI achievement, knowledge transfer, and continuous improvement initiatives.

Requirements

• Fluent German and English, 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.
• Ability to manage multiple priorities with strong organisation and attention to detail.

Nice to have

• Experience supporting 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 and a relevant technical or scientific degree.

Culture & Benefits

• Work in a collaborative, international EMEA support organisation.
• Support products used in laboratories and healthcare environments worldwide.
• Join a mission-driven organisation focused on customer centricity, ingenuity, ownership, collaboration, and integrity.
• Compensation and benefits are aligned with applicable local laws and vary by location.
• After-hours support is handled through a rota.