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.

● Solid 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

📌 Technical Support Specialist in Healthcare Domain (New Delhi)
🏢 Innospark Ai
📍 New Delhi