Technical Support Specialist (Tier 2)

About Tenovi

Tenovi is focused on transforming remote patient monitoring by combining cellular-connected gateways, medical devices, and the software and data layers that make those tools genuinely valuable for patients, clinicians, and payers. The company operates where healthcare and technology meet, with a Customer Success team that serves as the connection between Tenovi’s products and the healthcare organizations that depend on them.

Role overview

Tenovi is hiring a Technical Support Specialist for its Tier 2 Customer Support team. This person will own critical customer escalations and serve as the steady, trusted resource when issues require careful analysis, clear communication, and consistent follow-through. The role involves working directly with clinical operators, technical contacts, and senior stakeholders at healthcare organizations, ensuring they feel supported, informed, and confident in Tenovi as a partner.

The team is entering an important phase of growth, with efforts underway to expand premium account support, embed assistance more deeply into customer workflows, and introduce AI into case triage, investigation, and resolution. The selected candidate will help shape these changes and influence how the support function evolves.

Key responsibilities

In this role, you will manage escalated support cases end to end across phone, email, and chat, including direct follow-up with patients or case managers when needed. You will make informed calls on device replacements, returns, credits, and service recovery, using your judgment to do what best serves the customer. Clear case documentation will also be part of the job so patterns can be identified and used to improve product and operations decisions.

You will investigate issues thoroughly by building strong working knowledge of Tenovi’s devices, gateways, platform, and API integrations. That knowledge will help you diagnose pairing, transmission, and provisioning problems. You will use logs, diagnostic information, and ticket history to uncover root causes and prepare complete, reproducible context when Engineering support is needed.

A major part of the position is communication. You will lead consultative, supportive conversations with patients, clinical operators, and senior leaders, translating technical findings into language that is easy for each audience to understand. You will communicate openly about what is known, what is still under review, and what happens next, while maintaining confidence in Tenovi. You will also turn recurring ticket trends into proactive guidance, focused client training, and knowledge base content that helps reduce repeat issues.

Collaboration is essential. You will work closely with Customer Success Managers, Solutions Engineering, Product, and Fulfillment to resolve issues and address underlying causes. You will also operate in line with FDA, HIPAA, and Tenovi compliance requirements as a standard part of your daily work.

What Tenovi is looking for

Tenovi is prioritizing character, communication, and curiosity over deep prior familiarity with every tool or process. The company expects the product, devices, and remote patient monitoring workflows to be learned over time and is looking for someone who can succeed from the first week because of how they think and interact with customers.

The ideal candidate communicates with calm professionalism and warmth, listens carefully, asks thoughtful questions, and can explain complex technical matters in clear language for non-technical audiences. They should remain composed during difficult conversations and know how to rebuild trust when it has been lost.

Strong judgment is also important. The right person takes ownership of each case, is accountable for outcomes, stays focused on solutions, and is comfortable admitting when information is missing while continuing to work toward an answer. They should be able to work independently while also knowing when to bring in others.

Tenovi is also looking for someone who is curious about AI and interested in how it can improve support speed, accuracy, and humanity. The role suits a self-directed learner who likes to experiment, test hypotheses, and contribute in an environment where processes are still developing.

On the technical side, the candidate should understand device connectivity, basic networking, and hardware/software troubleshooting. Comfort with SaaS platforms, cloud concepts, and API integrations is important, along with the ability to read documentation, logs, and diagnostic data and communicate findings effectively to technical and non-technical audiences.

Experience and education

A bachelor’s degree in a relevant field such as Medicine, Computer Science, Engineering, Healthcare Administration, Business, or a related liberal arts or technical discipline is required.

The ideal background includes 2 to 4 years of experience in Technical Support, Customer Success, or Customer Experience within a B2B technology or healthcare setting, preferably with exposure to both hardware and software products. Tenovi also welcomes earlier-career candidates who bring strong communication maturity and a professional customer presence and is prepared to support their growth.

Nice-to-have background

Additional value will be placed on experience with medical devices, RPM platforms, EHR systems, or practice management tools. Experience supporting enterprise SaaS customers or managing complex B2B relationships is also a plus. Bilingual fluency in English and Spanish is welcomed.

What Tenovi offers

Tenovi presents this as more than a support position: it is part of a Customer Success organization that treats great support as a core contributor to customer success and invests in the people doing the work. The company describes its leadership approach as service-oriented, aiming to make the work more successful, sustainable, and rewarding for team members.

Team members can expect a clear development path, access to senior mentorship, and exposure to the strategic discussions that shape how Tenovi supports care for hundreds of thousands of patients. The role also offers the chance to do work that meaningfully improves how healthcare and technology work together, with room to build a long-term career in an environment that values mission, autonomy, and growth.