Technical Support Specialist

Technical Support Specialist

Location: Burlington, MA

Vaisala is a global leader in measurement instruments and intelligence helping industries, nations, people, and the planet to thrive. Our technology is used where it matters the most – from data centers, windfarms and laboratories to airports, the Arctic and even the surface of Mars. Our team of close to 2,500 experts and 62 nationalities around the world is committed to taking every measure for the planet. Driven by our shared purpose, curiosity, and pioneering spirit, we stay ahead and make a difference. At Vaisala, you don't have to fit in to belong. Our employees demonstrate, uphold, support, and model the Vaisala Values: Customer Focus, Innovation & Renewal, Strong Together and Integrity. Sharing strong and common values is part of our culture and enables us to work towards our shared mission.

Industrial Measurements business area serves a wide range of industries and applications ranging from pharmaceutical to food industries, and from warehouses to power transformers. It offers a broad range of accurate and reliable measurement instruments based on the cutting-edge technology to help our customers optimize their processes, improve efficiency, minimize energy consumption, and ensure the high quality of their end-products.

We are looking for a Technical Support Specialist to join our Continuous Monitoring Systems technical support team in our Burlington, MA office. This is a hybrid position.

Our Team

We are a friendly, supportive, and dynamic team at the core of delivering an exceptional customer experience. We work closely with leaders in the Life Sciences industry, supporting the viewLinc continuous monitoring system to help ensure the safety, availability, and GxP compliance of pharmaceuticals and medical devices. Our team also contributes to product design and improvement by providing valuable customer insights to engineering.

What is your role?

• Deliver timely and effective second-line technical support to customers worldwide via phone, email, and remote collaboration tools (Zoom, Microsoft Teams), troubleshooting issues with viewLinc Continuous Monitoring Systems software, hardware, and integration with customer IT infrastructure.
• Plan and deliver engaging remote (and occasional on-site) training sessions to help customers properly install, configure, use, and maintain our environmental monitoring solutions.
• Document technical solutions and best practices in the team's knowledge base and actively participate in initiatives to improve support processes and enhance overall customer experience.
• Manage support cases efficiently to consistently meet response time, resolution, and customer satisfaction targets (KPIs and SLAs).
• Investigate and resolve complex technical issues involving software configuration, hardware performance, network connectivity, and system integration, escalating to product specialists or engineering teams when necessary.
• Participate in a 24/7 emergency on-call rotation to support customers with critical issues outside of regular business hours.
• Work directly with customers in the pharmaceutical and life sciences industries, understanding their GxP compliance needs and regulatory requirements to provide practical, tailored technical guidance.

What will you bring?

• A bachelor's degree in a technology-related field of study and at least two years of technical support experience, or equivalent combination of education and experience.
• Strong knowledge of computer IT principles including firewalls, DHCP, device management, remote server administration, services, Active Directory, etc.
• Familiarity, preferably in a GxP environment, with IT infrastructure, controlled environments, temperature and humidity measurement devices, and analog transmitters.
• Strong problem-solving skills with the self-motivation to research solutions independently.
• Excellent customer relationship management and presentation skills.
• Ability to identify and understand complex software configuration and implementation problems and assist with their resolution.
• A sense of curiosity and a willingness to take a deep dive into technical resources to understand and replicate difficult customer cases.

Anticipated Salary Range: $70,000 - $80,000 base salary with our annual performance bonus plan (on top of base compensation). Salary is determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. Additionally, we offer our employees a competitive benefits package which is outlined below.

Our benefits package includes: health, dental, and vision insurance, flexible spending accounts, company paid life, long and short term disability, 401(K) plan with company match, a variety of voluntary benefits programs, Employee Assistance Programs, and tuition reimbursement. We also offer holiday pay and a generous paid time off plan.