Technical Support Specialist
Role details
Job location
Tech stack
Job description
We are looking for a Technical Support Specialist to join our Continuous Monitoring Systems technical support team in our Burlington, MA office. This is a hybrid position. Our Team We are a friendly, supportive, and dynamic team at the core of delivering an exceptional customer experience. We work closely with leaders in the Life Sciences industry, supporting the viewLinc continuous monitoring system to help ensure the safety, availability, and GxP compliance of pharmaceuticals and medical devices. Our team also contributes to product design and improvement by providing valuable customer insights to engineering. What is your role?
- Deliver timely and effective second-line technical support to customers worldwide via phone, email, and remote collaboration tools (Zoom, Microsoft Teams), troubleshooting issues with viewLinc Continuous Monitoring Systems software, hardware, and integration with customer IT infrastructure.
- Plan and deliver engaging remote (and occasional on-site) training sessions to help customers properly install, configure, use, and maintain our environmental monitoring solutions.
- Document technical solutions and best practices in the team's knowledge base and actively participate in initiatives to improve support processes and enhance overall customer experience.
- Manage support cases efficiently to consistently meet response time, resolution, and customer satisfaction targets (KPIs and SLAs).
- Investigate and resolve complex technical issues involving software configuration, hardware performance, network connectivity, and system integration, escalating to product specialists or engineering teams when necessary.
- Participate in a 24/7 emergency on-call rotation to support customers with critical issues outside of regular business hours.
- Work directly with customers in the pharmaceutical and life sciences industries, understanding their GxP compliance needs and regulatory requirements to provide practical, tailored technical guidance.
Requirements
- A bachelor's degree in a technology-related field of study and at least two years of technical support experience, or equivalent combination of education and experience.
- Strong knowledge of computer IT principles including firewalls, DHCP, device management, remote server administration, services, Active Directory, etc.
- Familiarity, preferably in a GxP environment, with IT infrastructure, controlled environments, temperature and humidity measurement devices, and analog transmitters.
- Strong problem-solving skills with the self-motivation to research solutions independently.
- Excellent customer relationship management and presentation skills.
- Ability to identify and understand complex software configuration and implementation problems and assist with their resolution.
- A sense of curiosity and a willingness to take a deep dive into technical resources to understand and replicate difficult customer cases.
Benefits & conditions
3.43.4 out of 5 stars Boston, MA $70,000 - $80,000 a year, Pulled from the full job description
- Tuition reimbursement
- Health insurance
- 401(k) matching
- Paid time off
- Vision insurance
- Dental insurance
- Flexible spending account, ANTICIPATED SALARY RANGE: $70,000 - $80,000 base salary with our annual performance bonus plan (on top of base compensation). Salary is determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. Additionally, we offer our employees a competitive benefits package which is outlined below. Please note that applications sent via email cannot be processed due to privacy reasons. The recruitment process consists of 2 or 3 meetings, including a discussion with the team members. This position will report to our Customer Care Manager, based in Burlington, MA.
Our Vaisala solutions contribute to societies and people's lives in over 150 countries - and can even be found in space. With our technological innovations for measuring weather, environmental and industrial conditions, we have a key role in solving the grand social and environmental challenges of our time. We offer you a career with a clear purpose and a chance to create observations for a better world. We take pride in being pioneers who strive to bring about positive changes in both the society and environment, and our work is not done yet. Take advantage of this opportunity and join our team to make a difference!
What we offer:
Our benefits package includes: health, dental, and vision insurance, flexible spending accounts, company paid life, long and short term disability, 401(K) plan with company match, a variety of voluntary benefits programs, fitness reimbursement, Employee Assistance Programs, and tuition reimbursement. We also offer holiday pay and a generous paid time off plan.
To be considered for this position you must currently be eligible to work in the U.S. Vaisala participates in the E-Verify employment verification system. Candidates are subject to a complete background check prior to an offer being extended. As a federal contractor, Vaisala reserves the right to enforce government mandated vaccination requirements for its employees.