Customer Support Specialist

Rainier Recruiting; Redmond (WA); On-site; USD 82,000 - 92,000; Full time

Job summary

Rainier Recruiting seeks a Technical Customer Support Specialist II for a medical device client in Redmond. You will be the frontline technical resource, handling inbound calls and emails, troubleshooting device issues, and coordinating returns to minimize downtime for clinicians.

You bring 5+ years in medical device technical support, knowledge of FDA/HIPAA and QMS, and experience with Salesforce or Oracle/NetSuite.

Qualifications

• 5+ years of technical support in medical device/biotech/industrial goods industry.
• Knowledge of FDA and HIPAA compliance requirements and experience in a QMS environment.
• Experience with Salesforce CRM and/or Oracle/NetSuite, plus Microsoft Office and Google Workspace.
• Strong communication skills and professional business acumen.
• Highly organized, able to prioritize and stay efficient in a fast-paced environment.
• A continuous improvement mindset and a positive, solutions-oriented attitude.

Responsibilities

• Serve as frontline technical resource, handling inbound calls and emails from domestic and international customers.
• Troubleshoot complex technical issues from experienced clinical users and deliver clear solutions.
• Document complaints, cases, problem reports, and RMAs in accordance with QMS standards.
• Follow up with customers on service experience and coordinate return of failed devices.
• Report device behavior and trends to drive product and process improvements.
• Conduct pre and post sale technical calls to set expectations for proper device use.
• Partner with engineering, regulatory, supplier quality, logistics, and accounting teams.
• Write and update procedures through document control systems.

Skills

Technical support experience

Medical device domain knowledge

FDA/HIPAA compliance knowledge

Communication skills

Continuous improvement mindset

Tools

Salesforce CRM

Oracle/NetSuite

Job description

Technical Customer Support Specialist II (Medical Device)

Location: Redmond, WA (Eastside) | Onsite, 5 days/week

Type: Full Time, Direct Hire

Salary: $82,000 to $92,000 base + equity

About the Company

Our client is an innovative medical device company, combining advanced imaging technology with AI to make point-of-care diagnostics more portable, affordable, and accessible. Their devices are used by clinicians domestically and internationally, and their service team plays a direct role in keeping those devices working in the field.

The Role

We’re looking for an experienced Technical Customer Support Specialist to join a small, high-impact service team. You’ll be the go-to technical resource for customers troubleshooting device issues, working to resolve problems quickly and minimize downtime for medical professionals. This is a role for someone who brings real medical device or biotech technical support experience, not a general consumer support background.

What You’ll Do

• Serve as a frontline technical resource, handling inbound calls and emails from domestic and international customers
• Take in complex technical issues from experienced clinical users and deliver clear, effective solutions
• Document complaints, cases, problem reports, and RMAs in accordance with QMS standards
• Follow up with customers on their service experience and coordinate the return of failed devices
• Act as the voice of the customer, reporting device behavior and trends to drive product and process improvements
• Conduct pre and post sale technical calls to set expectations for proper device use
• Partner with engineering, regulatory, supplier quality, logistics, and accounting teams
• Write and update procedures through document control systems

What You Bring

• 5+ years of technical support experience in the medical device, biotech, or industrial goods industry (medical device strongly preferred)
• Working knowledge of FDA and HIPAA compliance requirements, and experience in a QMS environment
• Experience with Salesforce CRM and/or Oracle/NetSuite, plus Microsoft Office and Google Workspace
• Strong communication skills and professional business acumen
• Highly organized, able to prioritize and stay efficient in a fast-paced environment
• A continuous improvement mindset and a positive, solutions-oriented attitude

Why This Role

• Competitive base salary plus equity grants
• Your own private office (no cubicles here)
• Direct impact on customers and product quality at a growing medtech company
• Small, collaborative team with visibility to leadership