Website:
innospark.ai
Job details:
Key Responsibilities
Technical & Medical Device Support
● Provide Tier II technical support to clients and clinical research sites through phone,
email, and other support channels.
● Troubleshoot issues involving connected medical devices, Bluetooth connectivity, mobile
applications, data synchronization, and the ZEPHYRx platform.
● Diagnose hardware, software, connectivity, configuration, and user-related issues and
provide clear, step-by-step resolution guidance.
● Support respiratory technologies including spirometry, FeNO, oscillometry, PEF, and
connected medical devices.
● Document troubleshooting activities, resolutions, and follow-up in support systems.
● Escalate complex or unresolved issues to Product, Engineering, Technology, or other
appropriate teams.
● Identify recurring technical issues and communicate trends and potential improvements
to internal teams.
Clinical Trial Site Training
● Conduct training for clinical research sites on medical devices and
study workflows.
● Train site personnel on device setup, operation, Bluetooth pairing, and basic
troubleshooting.
● Provide training and support related to respiratory technologies and at-home
assessments.
● Track site training and proficiency requirements and coordinate follow-up or retraining as
needed.
● Adapt training and technical guidance to users with varying levels of technical
experience.
Documentation & Process Improvement
● Maintain troubleshooting guides, SOPs, training materials, FAQs, and knowledge
resources.
● Document recurring technical and device issues and contribute to improvements in
support and training processes.
● Collaborate with Clinical Operations, Project Management, and Technology teams to
improve the client and site experience.
Qualifications
● Bachelor's degree in health sciences, respiratory therapy, clinical research, biomedical
sciences, healthcare technology, engineering, or a related field; equivalent experience
may be considered.
● Experience providing Tier II technical support for medical devices or healthcare
technology.
● Strong technical aptitude with the ability to troubleshoot hardware, software, connected
devices, Bluetooth, mobile applications, and data connectivity.
● Experience providing technical support or training to customers, healthcare
professionals, or clinical research sites.
● Strong written and verbal communication skills.
● Excellent organizational skills and attention to detail.
● Comfortable working with clinical research sites and cross-functional teams.
● Proficiency with Microsoft Office and/or Google Workspace.
Preferred Knowledge and Experience
● Familiarity with medical devices.
● Understanding of healthcare and clinical trial environments.
● Familiarity with connected and Bluetooth-enabled medical devices.
● Understanding of mobile applications, digital health platforms, and connected health
technologies.
● Familiarity with medical device training and clinical site onboarding.
● Experience in clinical trials, CRO, pharmaceutical, biotechnology, medical device, or
digital health environments.
● Respiratory therapy, pulmonary function testing, or other respiratory clinical experience.
Key Competencies
● Tier II technical troubleshooting
● Medical device support
● Healthcare & clinical trial knowledge
● Device and platform connectivity
● Technical communication
● Problem solving and root-cause analysis
● Documentation and ticket management
● Cross-functional collaboration
● Organization and attention to detail
● Process improvement
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