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# Technical Support Specialist

- **Company:** Werfen
- **Location:** Bedford, MA, United States
- **Experience:** Experienced
- **Salary:** $80,000.0 - $100,000.0
- **Contract:** Permanent contract
- **Skills:** Hospital Information Systems, Cyber Security, Databases, Middleware, Virtual Private Networks (VPN), Laboratory Information Management Systems, Remote Access Technology, Software Engineering, Information Technology
- **Published:** September 1, 2026
- **Apply:** https://www.themuse.com/jobs/instrumentationlaboratory/technical-support-specialist-it-solutions-070cd6

## About the Role

* Bachelor's Degree in Information Technology, Computer Science, or Engineering required or Health Care related degree with relevant experience in lieu of an IT related degree will be considered.
 * Minimum of 3 years related work experience in technical customer support role required, supporting: Interface Engines, IT Security for healthcare environments, Connectivity, Databases, Networking, or ADT/POCT Devices required.
 * Call center or health care customer support experience preferred. Management has the discretion of substituting relevant work experience for a degree and/or making exceptions to the years of experience requirement., * Demonstrates advanced ability to gather/analyze pertinent information, analyze, manage data, follow instructions and escalate issues.
 * Ability to make advanced technical decisions and create action plans following department procedures.
 * Strong verbal and written communication skills to support effective collaboration with internal and external customers
 * Ability to adapt and manage effectively in a fast-paced, challenging environment and manage multiple, and oftentimes competing, priorities while exercising good judgement
 * Ability to respond to on-call customer support activities
 * Demonstrated ability to actively listen; gauge and facilitate customer's willingness and engagement to contribute to resolution.
 * Advanced knowledge working in a health care IT setting preferred.
 * Language: Fluency in English required

## Description

This positions provides advanced level technical assistance, escalation support, and customer service to customers and Werfen personnel in a timely manner on a wide variety of issues, including interfacing with Lab/Hospital Information Systems (LIS/HIS) and middleware connectivity, software issues and other product concerns, VPN/remote access capabilities and cybersecurity of Werfen products. Customer interactions carried out thorugh a variety of methodsuch as phone, email, and remote sessions. Ensures customer satisfaction during the support event., * Independently provides advanced technical support to customers via phone, email, and remote connectivity for instrument software, interfacing, connectivity, cybersecurity, data downloads and/or IT Solutions issues.

 * Collaborates with internal resources such as PLSM and CSW to support resolution of customer issues.
 * Responsible for high quality technical documentation regarding customer issue including resolution and within internal knowledge base systems, and internal team procedures, technical training, etc.
 * Independently ensures complete resolution of customer issue on first contact or through follow up contacts as required.
 * Independently manages escalated customer interactions or collaborates with appropriate internal contact when unable to resolve.
 * Determines if customer's call constitutes a product complaint and follows complaint procedures as required.
 * Participates in on-call rotation and covering off-shift hours/weekends/holidays as required
 * Other duties as assigned.

Networking/Key relationships

To be determined based on department needs, to include interactions such as:

 * Commercial Operations Organization I Implementation and Project Team
 * Product Line Support Manager I Clinical Software Support