Technology Support Technician

Mobius Mobility; Manchester (NH); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

401(k) with company match

Medical, dental, and vision insurance

Life and disability insurance

Paid time off

Job summary

Mobius Mobility is seeking a dedicated Technology Support Technician to assist ibot® users, caregivers, and clinicians with technical issues. You will guide customers from first contact to resolution, documenting steps and outcomes.

The role requires strong troubleshooting, patient communication, and the ability to work with cross-functional teams to ensure users maintain independence and mobility through reliable support.

Qualifications

• Experience in technical support, customer service, medical equipment, assistive technology, or electronics.
• Strong troubleshooting and documentation skills with attention to detail.
• Clear verbal and written communication tailored to varied audiences.

Responsibilities

• Provide phone, email, and remote technical support to ibot users, caregivers, clinicians, and customers.
• Troubleshoot mechanical, electrical, software, and user-related issues and determine remote vs. in-person service needs.
• Document customer interactions and resolutions in the case management system, maintaining timely records.
• Escalate complex issues to Service, Engineering, and Operations teams as needed.
• Coordinate with service technicians and other departments to resolve issues and confirm resolution.
• Assist with software updates and improve troubleshooting resources and support procedures.
• Maintain knowledge of ibot functionality and deliver a positive customer experience.

Skills

Troubleshooting

Customer service

Communication skills

Organizational skills

Independent work

Education

High school diploma or equivalent

Technical training / Associate degree

Tools

Case-management system

Job description

At Mobius Mobility, we're not just building technology, we're redefining what freedom can look like. Our mission is to empower individuals with mobility challenges to access more of their world with confidence and independence. The ibot® Personal Mobility Device (PMD) is our breakthrough solution: a single, versatile device that eliminates the need to have multiple mobility aids. With six unique modes — including stairclimbing, 4‑wheel, and balance mode — the ibot® enables users to move beyond the limits of ADA standards and experience a new level of freedom and confidence in their daily lives.

We are seeking a Technology Support Technician to join our team and serve as a key point of contact for ibot® users, caregivers, clinicians, and other customers who need technical assistance. The Technology Support Technician troubleshoots ibot® equipment and technology issues for users, caregivers, and clinicians, guiding customers from initial contact through resolution and documentation. The ideal candidate is a patient, resourceful problem solver who is technically minded, organized, and comfortable working directly with customers. They're also a clear communicator who takes ownership of an issue from start to finish, understanding they're helping a person who depends on this equipment for their independence and daily life.

Key Responsibilities:

• Provide phone, email, and remote technical support to ibot® users, caregivers, clinicians, and customers, guiding them through troubleshooting in a clear, patient manner.
• Troubleshoot mechanical, electrical, software, and user-related issues, and determine whether a fix can be handled remotely or needs service, parts, or a technician.
• Document customer interactions, troubleshooting steps, and resolutions in the case management system, and maintain timely service records.
• Identify recurring issues and share trends with the Service, Engineering, and Operations teams; escape complex or unresolved issues as needed.
• Coordinate with service technicians and other departments to resolve issues efficiently, and follow up to confirm resolution.
• Support software updates and other technology needs, and help improve troubleshooting resources, FAQs, and support procedures.
• Maintain strong knowledge of ibot® functionality, modes, and accessories, and deliver a positive, professional customer experience.

Required Qualifications:

• High school diploma or equivalent required; technical training or an associate degree is a plus.
• Experience in technical support, customer service, medical equipment, assistive technology, or electronics required.
• Strong troubleshooting, problem-solving, and organizational skills, with the ability to document information accurately.
• Excellent verbal and written communication skills, with the ability to explain technical information clearly to varying audiences.
• Calm, patient, and professional with customers, able to work independently and collaboratively.
• Basic computer skills and willingness to learn new software and the technical operation of the ibot® PMD.

Preferred Qualifications:

• Experience with durable medical equipment (DME), complex rehabilitation technology (CRT), or other mobility/assistive technology.
• Experience troubleshooting electrical or mechanical equipment, including power wheelchairs or similar mobility devices.
• Experience with customer or technical support ticketing/case-management systems.
• Experience with software, firmware, or connected technology; a technician, rehabilitation engineering, or related certification is a plus.

Physical Requirements:

• Ability to use standard office equipment and computer systems
• Ability to lift items up to 30 lbs.
• Ability to travel as needed domestically by car and plane

Benefits:

• 401(k) with company match
• Company-subsidized medical, dental, and vision insurance
• Life and disability insurance
• Paid time off, including paid vacation, sick leave and holidays