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Tenovi, an Inc. 5000 Company · 14 hours ago

Technical Support Specialist

Portsmouth, NH

Full-time

Hybrid

Mid Level

4+ years exp

Tenovi is revolutionizing remote patient monitoring through innovative cellular-connected medical devices. They are seeking an experienced Technical Support Specialist to manage escalated customer cases regarding device troubleshooting and to interact with client C-Suite executives, providing technical support and ensuring compliance with healthcare standards.

Health CareInformation TechnologyMedicalMedical Device

Responsibilities

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

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

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

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

Qualification

Technical SupportDevice ConnectivityAPI IntegrationsSaaS PlatformsTroubleshootingCustomer-Centric MindsetBilingual (English/Spanish)Communication SkillsInterpersonal Skills

Required

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

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

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

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

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)

Company

Tenovi, an Inc. 5000 Company

Tenovi provides proprietary hardware and software needed to power remote monitoring programs with the first plug and play cellular gateway, a growing suite of FDA-cleared user friendly devices, and an intuitive clinician software portal.

Founded in 2020

Irvine, California, USA

11-50 employees