Technical Support Specialist (Tier 2)
About Tenovi
Tenovi is reimagining remote patient monitoring (RPM) through our cellular-connected Gateway and medical devices, and the data and software that make them genuinely useful to patients, providers, and payers. Our work sits at the intersection of healthcare and technology, and our Customer Success organization is the bridge between our products and the healthcare organizations that rely on them every day.
The Role
We are looking for a Technical Support Specialist to join our Tier 2 Customer Support team and take ownership of our most important customer escalations. In this role you will be the trusted point of resolution when something needs careful investigation, thoughtful communication, and steady follow-through. You will work directly with clinical operators, technical contacts, and senior leaders at the healthcare organizations we serve, helping each customer feel heard, informed, and confident in Tenovi as their partner.
This role sits at the heart of an exciting moment for our team. Over the next year we are expanding our premium account experience, embedding our support more deeply into client workflows, and thoughtfully integrating AI into how we triage, investigate, and resolve cases. You will be a meaningful contributor to all of it, with real influence on how our support function evolves and how we deliver on the promise of better remote care.
What You Will Do
Own escalated cases from start to finish
- Take ownership of escalated cases across phone, email, and chat, guiding each one to resolution and following up directly with patients or case managers when that is what the situation calls for.
- Make well-reasoned decisions on device replacements, returns, credits, and service recovery, with the latitude to do what is right for the customer.
- Document each case clearly so the team can learn from it and so recurring patterns inform our product and operations roadmaps.
Investigate with care and rigor
- Build a working knowledge of Tenovi’s devices, gateways, platform, and API integrations that allows you to diagnose pairing, transmission, and provisioning issues with confidence.
- Use logs, diagnostic data, and ticket history to find root cause, and package clean, reproducible context when an issue needs partnership from Engineering.
Communicate in a way that builds trust
- Hold consultative, supportive conversations with patients, clinical operators, and senior leaders, translating technical findings into language that is useful to each audience.
- Communicate with transparency and care, sharing what we know, what we are still investigating, and what comes next in a way that maintains confidence in Tenovi as a partner.
- A component of your role will be to synthesize trends and take what you learn from tickets and cases into proactive guidance, targeted client training, and knowledge base content that helps prevent similar issues for others.
Collaborate across the company
- Partner closely with Customer Success Managers, Solutions Engineering, Product, and Fulfillment to resolve issues and close the loop on the underlying causes.
- Operate within FDA, HIPAA, and Tenovi’s compliance standards as a natural part of how you work.
Who You Are
We are hiring first for character, communication, and curiosity. Our devices, platform, and the rhythms of remote patient monitoring can all be learned over time, and we are committed to helping you learn them. The qualities described below are what make someone successful in this role from the very first week.
A thoughtful communicator
- You bring a calm, warm, and professional presence to every conversation, whether you are working with a patient at home or speaking with a senior healthcare leader on video.
- You are an attentive listener who asks careful questions in sensitive moments and notices what is and is not being said.
- You can translate complex technical information into clear, accessible explanations for non-technical audiences without losing the substance.
- You stay composed in difficult conversations and have a natural ability to rebuild trust when it has been shaken.
Grounded in good judgment
- You take ownership of the cases you touch and feel personally accountable for how each one lands with the customer.
- You are solution-focused and intellectually honest, comfortable saying when something is unknown and following through to find the answer.
- You are independent and self-directed, and you are also a genuine collaborator who knows when to bring others in.
Curious and open to AI
- You are excited about how AI can help support teams work faster, more accurately, and more humanely, and you are eager to help shape how Tenovi uses these tools.
- You are a self-directed learner who reads, experiments, and arrives at problems with a hypothesis to test.
- You are comfortable in a growing company where the process is still being improved alongside the work.
Technically capable
- You have a working understanding of device connectivity, basic networking, and hardware and software troubleshooting.
- You are comfortable in SaaS platforms and familiar with cloud concepts and API integrations.
- You can confidently read technical documentation, logs, and diagnostic data to identify root causes and talk to both technical and non-technical audiences.
Education and experience
- Bachelor’s degree in a related field, such as Medicine, Computer Science, Engineering, Healthcare Administration, Business, or a related liberal arts or technical discipline.
- Typically two to four years of experience in Technical Support, Customer Success, or Customer Experience within a B2B technology or healthcare environment, ideally with exposure to both hardware and software products.
- Earlier-career candidates are warmly welcomed if they bring the communication maturity and customer presence the role calls for, and we will invest in their growth alongside their work.
Nice to Have
- Experience with medical devices, RPM platforms, EHR systems, or practice management tools.
- Experience supporting enterprise SaaS customers or managing complex B2B relationships.
- Bilingual capability in English and Spanish.
What We Offer
You will be joining a Customer Success organization that believes great support is real customer success work and that the people who do it deserve real investment. Our leadership style is grounded in service: we see our job as making yours more successful, more sustainable, and more rewarding. You will have a clear development path, access to senior mentorship, and exposure to the strategic conversations shaping how Tenovi delivers care to hundreds of thousands of patients.
You will also have the opportunity to do work that meaningfully improves how technology and healthcare come together. Few support roles offer this combination of mission, autonomy, and room to grow, and we take seriously our responsibility to make this a place where excellent people can build the career they want.