Customer Care - Product Technical Support Specialist - Pittsburgh Hybrid / Remote Other Locations (Medical Devices)

Location: Pittsburgh, PA; hybrid in Pittsburgh or remote from other U.S. locations. Availability to cover 24/7 support on at least one weekend day is required. Training lasts approximately 8–10 weeks, Monday–Friday, 8:00 a.m.–4:30 p.m. Eastern Time; the role currently targets second shift.

Salary: $19.00–$23.00 per hour.

Company

hirify.global provides medical devices, software, and related services for diagnosing and treating serious cardiopulmonary and respiratory conditions.

What you will do

• Provide Tier 1 technical guidance and product education to patients, families, clinicians, and customers by phone, email, and other channels.
• Analyze issues, diagnose probable causes, and troubleshoot basic to complex product and system problems.
• Give time-sensitive instructions that support patient safety and coordinate hirify.global representatives for on-site patient assistance when required.
• Document customer interactions and report alleged product deficiencies involving quality, labeling, packaging, reliability, safety, effectiveness, or performance.
• Follow regulatory requirements and maintain current knowledge of product updates, technical specifications, and troubleshooting procedures.
• Identify recurring customer issues and share improvement opportunities with Customer Support, Field Personnel, and cross-functional teams.

Requirements

• Technical aptitude or experience troubleshooting product-related technical 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.
• Computer literacy, including Microsoft Office experience.
• Ability to work independently, manage time, and prioritize tasks in a fast-paced patient contact and call center environment.
• Ability to cover 24/7 support on at least one weekend day and work the required shift schedule.

Nice to have

• Associate’s or bachelor’s degree in a related field.
• Product support or customer-facing experience, preferably with medical, safety, or life-saving products.
• CRM, knowledge base, and support tools experience.
• Medical or clinical experience.
• Spanish fluency.

Culture & Benefits

• Work focused on improving outcomes for patients with critical cardiopulmonary conditions.
• Culture values innovation, self-motivation, and an entrepreneurial spirit.
• Comprehensive employee benefits are available.
• Support operations serve patients and clinicians around the clock.