Technical Support Specialist

Vaisala · Burlington, MA · 4 days ago

Hybrid$70k–$80k/yrFull-time

About the role

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.

Responsibilities

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.

Requirements

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.

Qualifications

Profile description: Vaisala is a global leader in measurement instruments and intelligence helping industries, nations, people, and the planet to thrive. From predicting hurricanes to optimizing renewable energy production, 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.
Vaisala is committed to providing equal employment opportunity for all persons in all facets of employment. All qualified applicants will receive consideration for employment without regard to any legally protected status.

Skills

Technical support experience.
Problem-solving skills.
Customer relationship management skills.
Knowledge of IT infrastructure and controlled environments.
Experience with software configuration and implementation.

Benefits

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.
Tuition reimbursement.
Holiday pay.
A generous paid time off plan.

Pay

Anticipated salary range: $70,000 - $80,000 base salary, plus eligibility for our annual performance bonus plan. Salary is determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.

Schedule

This is a hybrid position.

Application Instructions

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.

About Vaisala

Vaisala is a global leader in measurement instruments and intelligence helping industries, nations, people, and the planet to thrive. From predicting hurricanes to optimizing renewable energy production, 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.

For a second year running, Vaisala got recognized in TIME Magazine's World's Best Companies in Sustainable Growth 2026 study.

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.

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 offer:

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.
Tuition reimbursement.
Holiday pay.
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.

EEO 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.