Technical Support Specialist

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

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.

Our Team

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 viewLinc 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.

What is your role?

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

What will you bring?

• 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.

Anticipated Salary Range

$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.

What we offer

• 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

Employment Eligibility

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.

Equal Opportunity Employer

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 status.

Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. As a government contractor, Vaisala complies with Section 503 of the Rehabilitation Act of 1973 (the Act), which is a law that prohibits federal contractors and subcontractors from discriminating in employment against individuals with disabilities and requires employers take affirmative action to recruit, hire, promote, and retain these individuals.

If you require a reasonable accommodation to complete an application for a recognized disability under applicable law, please contact Human Resources by phone at 303-499-1701 or by email at [e-mail]. Please note that you can easily submit application by attaching your LinkedIn profile in the recruitment tool (LinkedIn Apply functionality).