Technical Support Specialist (EMEA)

JOB DESCRIPTION

Technical Support Specialist (EMEA)

Location: Europe

Department: Customer Operations / Technical Support

 

As a Technical Support Specialist (EMEA) at THORASYS, at THORASYS, you will ensure the operational success and satisfaction of our growing global user base. You will provide frontline customer service and technical support for our proprietary respiratory diagnostic systems (such as the tremoFlo® Airwave Oscillometry System). In addition to troubleshooting via established technical documentation, you will play an active role in creating, refining, and providing feedback on technical guides and knowledge base articles.

 

Key Responsibilities

Customer Support & Service Delivery:

•  Provide technical support via phone, email, and digital ticketing channels to healthcare professionals, distributors, and end-users, ensuring timely issue resolution within regulatory standards.
•  Troubleshoot hardware and software issues on THORASYS respiratory diagnostic devices using official technical documentation.
• Assist in creating, updating, and documenting standard operating procedures (SOPs), troubleshooting guides, and technical documentation.

 Operations & Regional Coordination:

•  Work primary European business hours to support the EMEA region, with flexibility to occasionally assist colleagues and customers in other global regions during peak demand or escalated coverage scenarios.
• Manage end-to-end customer operations across the EMEA territory, including technical support inquiries, product activation, complaint logging, and repair workflows.
• Log, track, and manage tickets through our Quality Management System (QMS) and ERP system to maintain compliance with medical device regulations.

 Cross-Functional Collaboration:

•  Escalate complex software/hardware bugs or recurring issues to the R&D and Quality teams, providing detailed field feedback for product development.
• Coordinate with Production and Logistics departments to facilitate seamless customer installations, replacements, and repairs.

 

Qualifications & Requirements

Must Located in Europe

Experience: 1–2 years of professional technical support or customer service experience. Prior experience in medical devices, biomedical engineering, or healthcare technology is a strong asset.

Systems & Tools: Prior experience using an ERP system is required. Hands-on familiarity with Odoo or Jira is considered a strong plus.

Working Hours & Flexibility: Availability to work standard European business hours, with a willingness to provide cross-regional coverage support to international teams on an as-needed basis.

 

Language Skills: Fully bilingual in English and French (written and spoken) is required. Additional European languages (e.g., German, Spanish) are an advantage.

 

Documentation & Technical Writing: Ability to follow detailed technical instructions and contribute to the drafting or improvement of technical user guides and knowledge base content.

Soft Skills: Strong problem-solving skills, high attention to detail for regulatory documentation, excellent interpersonal communication, and the autonomy to work independently in a remote or hybrid environment.

 

Reporting & Key Interactions

Direct Manager: Technical Support Service Manager

Reporting Structure:

Provide regular status reports on open/resolved support tickets, customer feedback, and technical documentation updates directly to the Technical Support Service Manager.

Participate in 1-on-1 performance reviews, team strategy meetings, and operational alignment discussions managed by the Technical Support Service Manager.

Collaborate under the direction of management to escalate critical medical device complaints, QMS incidents, or urgent software/hardware bugs to upper management and specialized cross-functional teams.

 

Benefits & What We Offer

Remote Work & Complete Office Setup:

• 100% Fully Remote Flexibility: Enjoy the freedom of working remotely from anywhere within the EMEA region.
• Advanced Home Office Equipment: We provide a state-of-the-art office setup—including high-performance hardware, monitors, peripherals, and software tools—to ensure you have everything needed to succeed comfortably from day one.

 

 Career & Professional Growth:

• Industry Leadership & Impact: Join a fast-growing company leading innovation in respiratory diagnostic technology, directly contributing to improved patient care worldwide.
• High Growth Opportunity: Outstanding opportunities for professional advancement and internal career mobility as our operations and team expand.
• Self-Development Support: Dedicated financial support and resources for continuous learning, training programs, and professional certifications.

 

Work-Life Balance & Time Off:

• Generous Paid Time Off: 30 days of paid annual leave plus official public holidays.

Health, Wellness & Rewards:

• Competitive Compensation: Market-competitive salary package reflecting your experience and contributions.
• Health & Wellness Benefits: Comprehensive medical insurance coverage (tailored to your location in the EMEA region).
• Collaborative Culture: A supportive, multicultural, and inclusive team environment with open communications and regular virtual team-building activities.