Customer Support Specialist (Medtech)

Location: Waltham, Massachusetts, United States; on-site 4 days per week and remote 1 day per week

Salary: $65,000–$70,000 per year

Company

hirify.global develops and manufactures scientific, biotechnology, and in vitro diagnostic instrumentation for biopharmaceutical and clinical markets, with headquarters in Massachusetts and a global customer base.

What you will do

• Provide telephone-based technical support for StatStrip and StatSensor analyzers.
• Resolve or escalate NovaNet customer issues to the appropriate support specialists.
• Document calls, troubleshooting steps, solutions, and resolutions in the Pivotal database.
• Generate Return Material Authorizations for damaged or defective products and consumables.
• Collaborate with Technical Support, Manufacturing, Clinical Applications, Sales, and Service teams.
• Assist with onboarding new Customer Support Specialists and participate in customer or department projects.

Requirements

• High school diploma or equivalent; laboratory sciences, chemistry, or biology background preferred.
• 1–3+ years of customer support experience preferred.
• Ability to troubleshoot technical issues involving hardware and software and explain solutions by telephone.
• Strong computer, analytical, written, verbal communication, and problem-solving skills.
• Ability to learn customer support databases and accurately maintain support records.
• Ability to lift and carry up to 25–50 pounds and work at a computer for extended periods.

Nice to have

• Experience in point-of-care, clinical laboratory, biotechnology, or research laboratory environments.
• Existing knowledge of hirify.global products and core technologies.

Culture & Benefits

• Flexible medical, dental, and vision coverage.
• Competitive 401(k) company match and bonus program.
• Generous paid time off and paid holidays.
• Tuition reimbursement and professional development opportunities.
• Hybrid and flexible work arrangements, with employee engagement and company events.
• Lunch and snack marketplaces at selected offices and a subsidized cafeteria at the Waltham office.