English/Spanish Overnight Clinical Technical Support Specialist
About The Position
We’re hiring Clinical Technical Support Specialists to help clinicians, biomedical teams, and distributors who use sensory equipment for hearing, balance, and newborn care. You’ll be the first point of contact when users need help and will guide them through troubleshooting, setup, repairs, and next steps. Most of your work will happen through phone, email, and screen-share sessions. This role is ideal for someone who enjoys solving technical problems, communicating clearly, and working in a structured, regulated environment where accuracy and documentation really matter.
Requirements
- C1/C2 Spanish/English proficiency (CEFR or equivalent)
- Experience providing Spanish/English Support
- At least 2 years of experience in technical support, helpdesk, or customer support involving hardware or software troubleshooting.
- Strong communication skills and the ability to explain technical ideas in a simple way.
- Solid understanding of Windows (drivers, Device Manager, services) and comfort with basic networking.
- Experience documenting cases in a CRM like Salesforce.
- Calm, patient, and confident when working directly with clinicians and biomeds.
- Strong judgment when choosing between remote fixes, part replacements, or repair requests.
- High attention to detail and the ability to follow documented procedures.
- Curious, proactive, and eager to learn medical device workflows.
Nice To Haves
- Experience supporting medical, diagnostic, audiology, or similar devices.
- Experience coordinating with field service teams or depot repair centers.
Responsibilities
- Take ownership of support cases from the moment they come in until they’re fully resolved.
- Talk with users to understand what’s happening, gather details, and document everything in Salesforce.
- Troubleshoot hardware, software, and connectivity issues. This includes sensors, cables, software installs, updates, licenses, and basic networking.
- Host live remote sessions to reproduce issues, walk users through fixes, or collect evidence for deeper investigation.
- Decide the right path forward, whether that’s resolving the issue remotely, sending replacement parts, or arranging an RMA or depot repair.
- Escalate cases responsibly by providing clear notes, steps to reproduce, and the actions already taken.
- Keep documentation clean, consistent, and aligned with medical device quality standards.
- Contribute to internal knowledge articles so future cases are easier to handle.
Benefits
- Remote working arrangements
- Competitive base salary
- Generous paid time off
- Comprehensive benefits package including medical, dental, and vision options
- Competitive retirement benefits
- Be part of a people-first, values-driven organization
- Work with innovative global partners and diverse teams
- Access to free posture-based fitness workouts from home paid Sabbatical Leave
- Training and professional development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
