Ketryx · 2 weeks ago
Lead Product Support Engineer
Boston, MA
Full-time
Hybrid
Mid, Senior Level
$115K/yr - $145K/yr
3+ years expKetryx is a company focused on making medical software safe and reliable. As a Lead Product Support Engineer, you will ensure customer success by providing expert-level support, troubleshooting complex issues, and collaborating with various teams to enhance the Ketryx platform.
Artificial Intelligence (AI)Business Process Automation (BPA)ComplianceSaaSSoftware
No H1B
Responsibilities
Serve as the primary point of contact for complex technical inquiries and product issues
Diagnose and resolve configuration, workflow, and integration challenges with speed and accuracy
Lead structured root-cause analysis and manage escalations to Engineering or Product teams when necessary
Develop deep technical expertise in the Ketryx platform and its applications in regulated environments
Provide training sessions, best-practice guidance, and technical documentation for customers
Maintain and improve internal and external knowledge bases, troubleshooting guides, and process documentation
Collaborate closely with Client Operations teams to ensure technical barriers don’t impede adoption and value realization
Proactively identify opportunities for customers to optimize implementations and prevent recurring issues
Act as a trusted advisor by aligning technical support to customers’ compliance and business goals
Capture and synthesize customer feedback to inform product roadmap discussions
Contribute to product improvement initiatives based on real-world usage patterns and support trends
Qualification
Required
Bachelor's degree in Engineering, Computer Science, Life Sciences, or related technical field, or equivalent professional experience
3+ years of experience supporting software in regulated industries (medical device, pharmaceutical, biotech)
Hands-on knowledge of quality management systems, validation processes, or compliance frameworks (FDA 21 CFR Part 820, ISO 13485, etc.)
Proven experience troubleshooting and configuring complex SaaS or cloud-based platforms, including APIs and integrations
Exceptional ability to communicate technical concepts to both technical and non-technical audiences
Strong analytical and problem-solving skills with a systematic approach to troubleshooting
Excellent technical writing and documentation skills
Preferred
Experience with software validation protocols (IQ/OQ/PQ) and verification practices
Background in quality management system implementation or auditing
Familiarity with regulatory submission processes (510(k), PMA, CE marking)
Experience with data integrity requirements in regulated environments
Previous experience in technical account management, customer success, or similar customer-facing roles
Certifications in quality management (ASQ CQE, CQA) or project management (PMP, Agile)
Benefits
Competitive compensation
Generous stock options possible
Generous PTO for full-time
Company
Ketryx
Ketryx is an AI‑driven compliance platform that automates documentation tasks and workflows for regulated product teams.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$57.05MKey Investors
Transformation CapitalLightspeed Venture Partners
2025-09-04Series B· $39M
2023-12-05Series A· $14M
2022-06-29Seed· $2M
Leadership Team
Erez Kaminski
CEO & Founder
Jan Pöschko
CTO & Founder
Recent News
Sourcery
2025-10-06
Company data provided by crunchbase