GxP Tech Support Specialist — Hybrid

Vaisala Inc.; Boston (MA); Hybrid; USD 70,000 - 80,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(K) plan with company match

Tuition reimbursement

Flexible spending accounts

Life insurance

Disability insurance

EAP

Job summary

Vaisala Inc. in Burlington, MA is seeking a Technical Support Specialist to join our Continuous Monitoring Systems team in a hybrid role. You will deliver second-line technical support globally via phone, email, and remote tools, and plan remote or on-site training for customers.

You will document solutions, work to improve support processes, and participate in a 24/7 on-call rotation, supporting pharma and life sciences customers with GxP compliance needs.

Qualifications

• A Bachelor's degree in a technology-related field is required.
• Minimum two years of technical support experience or equivalent.
• Strong problem-solving and independent research abilities.
• Excellent customer relationship management and presentation skills.
• Familiarity with IT infrastructure and GxP environments is a plus.

Responsibilities

• Provide second-line technical support to customers worldwide via phone, email, and remote tools.
• Deliver remote and occasional on-site training to install, configure, use, and maintain monitoring solutions.
• Document solutions and contribute to knowledge base; improve support processes and KPIs/SLAs.
• Investigate complex issues in software, hardware, and integration; escalate when needed.
• Participate in 24/7 on-call rotation for critical issues outside normal hours.
• Work with pharmaceutical and life sciences customers on GxP compliance needs.

Skills

Problem solving

Customer relations

Communication

Curiosity

Presentation skills

Education

Bachelor's degree in technology field

Tools

Firewalls

DHCP

Device management

Remote server administration

Active Directory

GxP environment familiarity

Job description

Vaisala Inc. in Burlington, MA is seeking a Technical Support Specialist to join our Continuous Monitoring Systems team in a hybrid role. You will deliver second-line technical support globally via phone, email, and remote tools, and plan remote or on-site training for customers.

You will document solutions, work to improve support processes, and participate in a 24/7 on-call rotation, supporting pharma and life sciences customers with GxP compliance needs.