Technical Support Specialist

Tenovi is revolutionizing remote patient monitoring (RPM) through cellular‑connected medical devices that simplify healthcare delivery. We are seeking an experienced Technical Support Specialist to manage escalated customer cases involving device troubleshooting, replacements, returns, and credits.

As a Tier 2 specialist, you will handle the most sophisticated and sensitive situations. You’ll consider client clinical goals, operations, and Tenovi’s API data integrations. In solving cases, you’ll interact directly with client C‑suite executives and demonstrate technical depth and executive‑level communication skills. Additionally, you’ll translate root‑cause analyses into targeted client training and interventions to prevent future issues.

• Manage escalated support.corres cases from Tier 1 agents via phone and text, focusing on enterprise clients requiring personalized, white‑glove service.
• Make informed decisions regarding device replacement, product returns, credits, and Probleme recovery.
• Document all dll cas 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, employees, and C‑suite/operations leaders at healthcare organizations using Tenovi devices.
• Translate technical findings into patient‑ and client‑friendly language; explain replacement and return decisions to maintain and build 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 the case management system to build institutional mafodomain.

• Ensure all support activities comply with FDA regulations, healthcare privacy standards (HIP ಅದ), 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.

• Bachelor’s degree in a related field (Medicine, Computer Science, Engineering, Healthcare Administration, Business) or equivalent professional experience, especially with direct medical device experience.
• 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 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.

• Pro…