Tier 1 Remote Device Support Specialist

Brook; Bellevue (WA); Hybrid; USD 37,000 - 45,000; Full time

Job summary

Brook is seeking a Tier 1 Device Support Specialist to join the on-site Bellevue team. You will troubleshoot patient devices, manage RMAs, and coordinate with nurses and care teams to ensure accurate readings and timely resolutions.

You’ll explain device operation, document each interaction, and escalate complex issues with complete tickets. This role requires HIPAA awareness and strong customer communication in a healthcare setting.

Qualifications

• Experience in customer support or help desk roles handling technical issues over the phone.
• Calm, confident caller interactions with strong listening skills.
• Familiarity with HIPAA privacy in routine handling of patient information.

Responsibilities

• Troubleshoot devices with patients over the phone using documented decision trees.
• Manage device returns end-to-end, including RMAs and tracking.
• Explain device operation and best practices to patients and interpret readings for care team.
• Document interactions thoroughly for handoff and escalation when needed.
• Verify logistical details like addresses, device models, serial numbers, and tracking.
• Escalate issues beyond Tier 1 with complete tickets to appropriate teams.
• Help shape Tier 1 scripts, decision trees, and quality standards during rollout.

Skills

Customer support

Zendesk

HIPAA knowledge

Phone communication

On-site Bellevue WA

Tools

Zendesk

Job description

All Jobs > Tier 1 Device Support Specialist

Care doesn't stop when patients leave the clinic. Neither do we. Brook helps health systems deliver continuous care beyond traditional visits by combining AI, clinical care teams, connected devices, and operational expertise into one seamless solution. Together, we keep patients connected, support clinicians, and make it easier for healthcare organizations to improve outcomes at scale.

We're building the infrastructure that powers the future of remote, continuous care; helping health systems extend care beyond the clinic, strengthen patient relationships, improve efficiency, and deliver better outcomes through proactive, personalized care.

Our ambition.
Make continuous care the new standard of healthcare.
Run the continuous care infrastructure that extends clinical teams and empowers patients to achieve better health outcomes.

Brook. The Remote Care Company.
For our patients. For our partners. For each other.

About the Role

Brook runs Remote Patient Monitoring (RPM) programs. Patients manage chronic conditions from home using connected medical devices — blood pressure monitors, weight scales, glucose meters — that transmit readings to their care team. When a device has an error, stops transmitting, arrives damaged, or needs replacing, the patient contacts Device Operations.

Brook is standing up its Tier 1 device-support function, and these specialists are the ground floor. Beyond resolving day-to-day device and logistics issues, you help establish how Tier 1 works — the decision trees, scripts, escalation paths, and quality standards the team runs on as it grows. On-site in Bellevue, you work closely with the Device Operations team and coordinate with the nurses, health coaches, and dietitians who own the clinical aspects of each patient's care.

What You Will Do

• Troubleshoot devices with patients over the phone — work documented decision trees to isolate whether an issue is setup, connectivity, the device, or the patient's phone. Many patients are older, managing chronic conditions, and may be less confident with technology; reaching a resolution often depends more on how you guide someone through the steps than on the steps themselves.
• Manage device returns — own the Return Merchandise Authorization (RMA) process end to end: confirm return details with the patient, create and track the return in the fulfillment platform, confirm the device's cellular SIM can be deactivated, and help the patient set up and take a first reading on any replacement.
• Explain device operation and best practices — tell patients what a device measures and how to recognize a usable reading, such as correct cuff position or weighing at the same time each day. Clinical interpretation and treatment questions go to the Care Team.
• Document every interaction accurately — ticket notes are what the next person sees. Record what the patient reported, what you checked, what you did, and what remains open.
• Confirm logistics details carefully — addresses, device models, serial numbers, and tracking.
• Escalate cleanly when an issue leaves Tier 1 — recognize a hardware fault, a platform defect, or a clinical question, and hand off with a complete ticket.
• Flag patterns — when the same failure shows up across several patients or clusters in the same period, raise it as a possible larger problem.
• Help set the Tier 1 standard — as the function stands up, help shape the scripts, decision trees, escalation paths, and quality standards the team will run on. Follow documented process, and where a step does not match reality or a script leaves a question unanswered, surface it so the standard gets better.

Collaborate & Hand Off

Tier 1 is one part of a patient's support. You collaborate across Brook and hand off cleanly when an issue belongs to another team:

• Clinical questions — interpreting readings, medications, care plans, or monitoring schedules — go to the Care Team of nurses, health coaches, and dietitians.
• Hardware faults and platform defects beyond the documented Tier 1 steps hand off to the engineering team, with a complete ticket.
• Receiving, inspecting, refurbishing, and disposing of returned devices sit with the logistics team — you own the patient-facing return, they handle the device itself.
• Changes to workflows, scripts, or system records go through the Device Operations owners — you surface what needs to change, they make it.
• Patient information stays private — you access only what the task in front of you requires, in line with HIPAA.

What You Bring

• Customer support, help desk, or contact-center experience troubleshooting something technical over the phone with a non-technical caller.
• Calm and confident on the phone, inbound and outbound — the patience to repeat steps and the listening skills to catch what a caller is really describing.
• Experience working tickets in Zendesk or a comparable system, including cases arriving from several channels into one queue.
• Strong follow-through on multi-step processes that stay open across several days.
• Clear, complete documentation — enough for the next reader to act without asking you.
• A working understanding of HIPAA and what patient privacy requires in routine handling of patient information.
• Able to work on-site in Bellevue, WA, Monday through Friday, 8:00 AM to 5:00 PM Pacific, for the full engagement.

Preferred

• Experience in healthcare, remote patient monitoring, medical devices, or another regulated environment.
• Hands-on familiarity with connected health devices — blood pressure monitors, weight scales, glucose meters.
• Zendesk specifically, including macros and views.
• Experience supporting an older patient or customer population.
• Comfort working across multiple platforms that expose different amounts of information.
• Conversational Spanish.

This is an on-site role in Bellevue, WA; Brook provides workspace, equipment, and system access. The engagement is a fixed term of 90 to 120 days with a defined end date. Rate: $27–$33 per hour, depending on experience. Candidates must be authorized to work in the U.S.; the role is not eligible for U.S. visa sponsorship.

Brook Inc is an equal opportunity employer. We are committed to building an inclusive and diverse workforce. Brook does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, marital status, age, non-disqualifying physical or mental disability, national origin or ethnic origin, military service status, citizenship, or any other protected characteristic covered by applicable law. All employment is decided on the basis of qualifications, merit, and business need.

For our patients. For our partners. For each other.
Brook. The Remote Care Company.