Field Support Specialist I jobs in United States
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HatchMed · 1 month ago

Field Support Specialist I

positionUnited States
timeFull-time
remoteRemote
seniorityEntry Level
date1+ years exp

HatchMed is a Seattle based medical device company focused on innovative hardware and software solutions aimed at improving patient safety and experience. The Field Support Specialist will provide on-site and remote technical support, manage support tickets, and ensure effective communication with customers and internal teams.

Health CareManufacturingMedical DeviceSoftware

Responsibilities

Serve as the first line of technical support for customers and internal staff - managing incoming tickets via phone, email, and helpdesk system
Perform technical support triage: identify, classify, prioritize, replicate, and document reported issues
Resolve Tier 1 support tickets within company specified guidelines
Escalate unresolved or complex cases to Field Solutions Engineers or Product Engineering, ensuring all discovery details are captured
Install, configure, and maintain HatchMed hardware and software at customer sites
Perform routine troubleshooting, diagnostics, and repairs of deployed systems
Train end-users on product operation and basic troubleshooting
Own the company’s Knowledge Base - building out Solution Articles and maintaining ticket documentation, issue tracking, and service reports
Support Field Solutions Engineers during complex implementations
Actively demonstrate and promote company values in all work and interactions

Qualification

Technical supportTroubleshootingProblem-solvingCommunicationCustomer interactionField service experienceDocumentationSelf-motivated

Required

Associate degree, vocational training, or equivalent technical experience
1–3 years in technical support, IT helpdesk, or field service
Strong troubleshooting and problem-solving skills
Excellent communication and documentation abilities
Self motivated with the ability
Comfortable interacting with customers both remotely and in person
Ability to travel to customer sites up to 30% of the time

Company

HatchMed

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HatchMed manufactures nurse call cables, tablet holders, hall monitors, and magnetic cables along with medical software solutions.
dateFounded in 2012
location
Seattle, Washington, USA
people-size11-50 employees
web-link
https://hatchmed.com/

Funding

Current Stage
Early Stage

Leadership Team

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Brian Hatch
Chief Executive Officer
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Kyrylo Keydanskyy
Chief Product Officer
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Company data provided by crunchbase