About the role

We are hiring an L2 (Tier II) Technical Support Specialist to support respiratory clinical trials run on our client's digital health platform. You will troubleshoot the connected respiratory devices used in these trials spirometers, FeNO analysers, oscillometry systems and peak flow (PEF) meters along with the mobile apps, Bluetooth links and data sync that carry lung-function data from research sites and patients' homes to the study platform.

You will also train clinical research site staff to set up and use these devices and follow study workflows correctly. The role suits someone with medical device or healthcare technology support experience who understands how pulmonary function testing is used in clinical trials.

Key responsibilities

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L2 technical and respiratory device support

- Handle L2 escalations from clinical research sites and client teams over phone, email and ticketing channels.
- Troubleshoot connected respiratory devices: spirometry, FeNO, oscillometry and PEF.
- Resolve Bluetooth pairing, mobile application, data synchronisation and platform issues that stop trial data from reaching the study platform.
- Diagnose hardware, software, connectivity, configuration and user-related issues, and guide site staff through clear, step-by-step fixes.
- Carry out root-cause analysis and record troubleshooting steps, resolutions and follow-ups in the ticketing system.
- Escalate complex or unresolved issues to Product, Engineering and Technology teams.




- Identify recurring device and platform issues and report trends and improvement ideas to internal teams.

Clinical trial site training

- Train clinical research site personnel on respiratory devices, the client platform and study workflows.
- Cover device setup, operation, Bluetooth pairing and basic troubleshooting.
- Train and support sites on respiratory technologies and at-home patient assessments.
- Track site training and proficiency requirements, and arrange follow-up or retraining where needed.
- Adapt training and technical guidance to users with different levels of technical experience.

Documentation and process improvement

- Maintain troubleshooting guides, SOPs, training materials, FAQs and knowledge base articles.
- Document recurring technical and device issues and help improve support and training processes.
- Work with Clinical Operations, Project Management and Technology teams to improve the site and client experience.

Required skills and experience -------------------------------------------------------

- Bachelor's degree in respiratory therapy, health sciences, clinical research, biomedical sciences, healthcare technology, engineering or a related field; equivalent experience is considered.
- 36 years of experience,



including L2 / Tier II technical support for medical devices or healthcare technology.
- Hands-on troubleshooting of hardware, software, connected devices, Bluetooth, mobile applications, and data connectivity.
- Experience supporting or training customers, healthcare professionals, or clinical research sites.
- Solid written and spoken English, with the ability to explain technical steps to non-technical users.
- Strong organization, attention to detail, and disciplined ticket documentation.
- Comfortable working with clinical research sites and cross-functional teams.
- Proficient in Microsoft Office and/or Google Workspace.

Good to have -------------------------

- Respiratory therapy, pulmonary function testing (PFT) or other respiratory clinical experience.
- Experience in clinical trials, CRO, pharmaceutical, biotechnology, medical device or digital health environments.
- Familiarity with connected and Bluetooth-enabled medical devices, mobile health apps and digital health platforms.
- Experience with medical device training and clinical site onboarding.
- Awareness of ATS/ERS spirometry standards and ICH-GCP.

Who should apply --------------------------------

- L2 technical support engineers from medical device, healthcare IT or digital health companies.
- Respiratory therapists and PFT technicians who have moved into device support, application support, or clinical training.
- Clinical trial or CRO professionals with hands-on device and site support experience.

📌 Technical Support Specialist Respiratory Clinical Trials (Gurugram)
🏢 Innospark Ai
📍 Gurugram