Technical Support Specialist

Position Overview

Tenovi is revolutionizing remote patient monitoring (RPM) through innovative cellular-connected medical devices that simplify healthcare delivery. We are seeking an experienced Technical Support Specialist to manage escalated customer cases regarding device troubleshooting, replacements, returns, and credits.

As a Tier 2 specialist, you will handle the most sophisticated and sensitive situations. Though your focus will be on devices, you’ll need to consider client clinical goals, operations, and Tenovi’s API data integrations with clients. When solving cases, you’ll be interacting with client C-Suite executives directly and will need to demonstrate both technical depth and executive-level communication skills. In addition to addressing individual cases, you’ll be taking learnings from root cause analysis into targeted client trainings and interventions to prevent future issues.

Key Responsibilities

Customer Support & Case Management

• Manage escalated support cases from Tier 1 agents via phone and text, with a particular focus on enterprise clients requiring personalized, white-glove service
• Make informed decisions regarding device replacement, product returns, credits, and service recovery
• Document all escalations with clear reasoning and context to drive continuous improvement and inform product development roadmaps

Technical Investigation & Root Cause Analysis

• Develop deep expertise in Tenovi's device specifications, platform, and integration points
• Conduct professional, consultative communication with patients, and employees to C-suite and operations leaders at healthcare organizations using Tenovi devices
• Translate technical findings into patient and client-friendly language; explain replacement/ return decisions in a way that maintains and builds trust
• Serve as the technical authority during sensitive escalations; demonstrate mastery of both product and customer business context
• Provide proactive guidance on device usage, best practices, and optimization to prevent future issues
• Document customer interactions and solutions in case management system to build institutional knowledge

Regulatory & Compliance Management

• Ensure all support activities comply with FDA regulations, healthcare privacy standards (HIPAA), and company policies

Cross-Functional Collaboration

• Collaborate with Customer Success Managers, Sales, and Engineering teams to resolve escalations and improve the overall customer experience
• Provide feedback to Product & Engineering on recurring issues, feature requests, and gaps that impact customer satisfaction
• Partner with Supply Chain and Operations on replacement device logistics to minimize customer downtime
• Participate in case reviews and continuous improvement initiatives to enhance support quality

Required Qualifications

Education & Experience

• Bachelor's degree in a related field (Medicine, Computer Science, Engineering, Healthcare Administration, Business) OR equivalent professional experience, especially direct experience with medical devices
• Minimum 4+ years of experience in Technical Support, Customer Success, or Customer Experience roles in a B2B technology or healthcare environment, preferably with both hardware and software products
• Demonstrated track record of successfully managing escalated, high-stakes customer situations in a fast-paced environment

Technical Competencies

• Strong understanding of device connectivity, networking concepts, and troubleshooting (cellular connectivity, Wi-Fi, Bluetooth)
• Proficiency in software-as-a-service (SaaS) platforms, cloud infrastructure basics, and API integrations
• Experience troubleshooting hardware-software integration issues
• Comfort learning and mastering complex multi-device ecosystems
• Ability to read technical documentation, logs, and diagnostic data to identify root causes

Communication & Soft Skills

• Excellent written and verbal communication skills; ability to simplify technical concepts for non-technical audiences
• Strong interpersonal skills and emotional intelligence; ability to rebuild trust during tense customer interactions
• Active listening and consultative problem-solving approach; ability to understand unstated customer needs
• Professional presence suitable for C-suite and enterprise customer interactions
• Demonstrated ability to work independently while remaining deeply collaborative

Customer-Centric Mindset

• Proven track record of delivering exceptional customer service and building long-term relationships
• Ownership mentality; takes accountability for customer outcomes
• Solution-oriented; focuses on closure and customer satisfaction, not blame-shifting

Preferred Qualifications

• Familiarity with electronic health records (EHR), practice management systems, or RPM platforms
• Experience supporting enterprise SaaS customers or managing complex B2B customer relationships
• Bilingual capability (English and Spanish)

Location & Work Requirements

• Portsmouth, NH (hybrid with flexibility)
• Irvine, CA (hybrid with flexibility)
• Remote, US (US-based, flexible time zone within business hours)

We are open to discussing work arrangement flexibility based on candidate location and team needs.

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