Technical Support Specialist

Job description

Vaisala is a global technology leader and expert in weather, environmental, and industrial measurements and our solutions enable customers to find answers, remove doubt, and make smarter decisions. We take pride in being pioneers who strive to bring about positive changes in both the society and environment, and our work is not done yet. Curiosity, the desire to meet challenges and an extraordinary ability to innovate are Vaisala's core, both past and present. In line with our mission “Observations for a better world,” we continue our work to help find answers and take action for a sustainable future. 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. Please note that applications sent via email cannot be processed due to privacy reasons. The recruitment process consists of 2 or 3 meetings, including a discussion with the team members. This position will report to our Customer Care Manager, based in Burlington, MA. Our Vaisala solutions contribute to societies and people’s lives in over 150 countries – and can even be found in space. With our technological innovations for measuring weather, environmental and industrial conditions, we have a key role in solving the grand social and environmental challenges of our time. We offer you a career with a clear purpose and a chance to create observations for a better world. We take pride in being pioneers who strive to bring about positive changes in both the society and environment, and our work is not done yet. Take advantage of this opportunity and join our team to make a difference! What we offer: 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, fitness reimbursement, Employee Assistance Programs, and tuition reimbursement. We also offer holiday pay and a generous paid time off plan. To be considered for this position you must currently be eligible to work in the U.S. Vaisala participates in the E-Verify employment verification system. Candidates are subject to a complete background check prior to an offer being extended. As a federal contractor, Vaisala reserves the right to enforce government mandated vaccination requirements for its employees. EOE Veteran/Disability Vaisala is proud to be an Equal Opportunity Employer and is committed to providing equal employment opportunity for all persons in all facets of employment. All qualified applications will receive consideration for employment without regard to any legally protected status. Reasonable Accommodation Notice Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. As a government contractor, Vaisala complies with Section 503 of the Rehabilitation Act of 1973 (the Act), which is a law that prohibits federal contractors and subcontractors from discriminating in employment against individuals with disabilities and requires employers take affirmative action to recruit, hire, promote, and retain these individuals. If you require a reasonable accommodation to complete an application for a recognized disability under applicable law, please contact Human Resources by phone at 303-499-1701 or by email at . Please note that you can easily submit application by attaching your LinkedIn profile in the recruitment tool (LinkedIn Apply functionality).