Customer Support Specialist

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

Who is Rainier Recruiting? 

Rainier Recruiting is a boutique, award winning national staffing agency and executive search firm. Using an approach that “treats every candidate like an executive search”, we offer positions in contract-to-hire, Full-Time, and executive search. Named the #1 Best Workplace in Washington State in 2022, recognized as a ClearlyRated Best of Staffing firm, and identified as a top recruitment firm by multiple business journals, Rainier Recruiting is fast becoming a respected company. We are no longer the “best recruiters you have never heard of”. Rainier Recruiting is also proud to share our clients have a 93% repeat business rate. Rainier Recruiting is an equal opportunity employer and service provider and does not discriminate on the basis of race, religion, gender, gender identity, national origin, citizenship status, sexual orientation, disability, political affiliation or belief, or any other protected class. We are committed to the principles of Equal Opportunity Employment and are dedicated to making employment decisions based on merit and value, for ourselves, our client companies, and for the candidates we represent. We engage in socially conscious business practices and believe that diverse, equitable, inclusive, and non-biased talent and recruitment processes are foundational to the success of every organization that we partner with.