Technical Support Specialist

We’re 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
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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 view

Linc 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.

• Deliver timely and effective second-line technical support to customers worldwide via phone, email, and remote collaboration tools (Zoom, Microsoft Teams), troubleshooting issues with view
  
  Linc 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.

• 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.

$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.

• Health, dental, and vision insurance
• Flexible spending accounts
• Company paid life insurance
• Long and short term disability
• 401(K) plan with company match
• Variety of voluntary benefits programs
• Fitness reimbursement
• Employee Assistance Programs
• Tuition reimbursement
• Holiday pay and 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.

Vaisala is proud to be an Equal Opportunity Employer and is committed to providing equal employment opportunity for all persons in all facets of employment. All qualified applications will receive consideration for employment without regard to any legally protected…