Technical Product Support Specialist

About Sequel
Sequel, headquartered in Manchester, New Hampshire, is a company developing the next generation of transformative drug-delivery advancements starting with diabetes. Sequel’s approach is to look at diabetes management holistically to advance systems that make living with diabetes simpler and easier for all. Sequel’s flagship product, the twiist Automated Insulin Delivery (AID) System, launched in July 2025 for people with type 1 diabetes providing them with personalized diabetes management. 

Job Overview:

Sequel’s Customer Care Center is the pulse of our organization, serving customers 24/7 across their entire device journey. As a Technical Product Support Specialist, you will play a crucial role in assisting pump users and their families with their twiist experience. Reporting to the Product Support leadership team, the successful candidate’s responsibilities will include responding to technical support calls and emails, troubleshooting issues, and investigating concerns individually.

Current shifts available for this position include:

Wednesday - Sunday, 6pm-2:30am ET

Wednesday - Sunday, 5pm - 1:30am ET

Wednesday - Sunday, 12pm - 8:30pm ET

Saturday - Wednesday, 2:30pm - 11pm ET

Saturday - Wednesday, 12am - 8:30am ET

Saturday - Wednesday, 4pm - 12:30am ET

Job Responsibilities and Essential Duties:
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Handle inbound and outbound calls to support our customers

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Communicate with customers via chat and/or text channels as appropriate

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Adhere to approved communication guidelines when responding to customer inquiries.

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Troubleshoot issues related to the twiist insulin pump and online customer portal.

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Handle technical questions in potentially stressful situations; ability to de-escalate challenging interactions.

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Demonstrate critical thinking skills in selecting problem-solving methods using troubleshooting materials and document resources.

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Aim for resolving issues on first contact by listening, identifying, and solving with patience and understanding.

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Document customer interactions thoroughly and accurately using CRM software.

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Identify and report potential health and safety issues with the product.

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Adhere to the attendance policy for the Customer Care department.

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Perform work in compliance with company policies, regulatory, legal and safety requirements.

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Complete training onboarding inclusive of basic certification for job responsibilities.

Minimum Requirements:
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Education: Bachelor’s degree in a health-related field preferred, or equivalent combination of education and experience.

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Experience: 1+ years of experience in a fast-paced, high volume, FDA-regulated call center or contact center with omnichannel experience.

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Medical device troubleshooting or product support experience preferred.

Required Knowledge, Skills and Abilities:
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May require rotating coverage during holidays and weekends. Hours subject to change based on operational needs.

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Bilingual (English and Spanish) speaking candidates are a plus.

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Effective verbal and written communication skills, enabling clear communication with customers via telephone, chat, text, and email.

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Diabetes knowledge preferred.

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Experience providing omni-channel remote support, particularly in a high volume, regulated environment.

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Skilled in using CRM tools; experience with Salesforce.com preferred.

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Ability to provide technical information in an easy-to-understand manner.

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Working knowledge of Microsoft Office applications.

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Position remotely based but requires 1 week of travel for new hire training meeting at Sequel’s home office in Marlborough, MA.

Sequel Med Tech provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

At Sequel, we believe that when you thrive, we thrive. That’s why our benefits package is designed to support you from day one. You’ll be automatically enrolled in our 401k plan, featuring a 6% company match and 100% immediate vesting. We’re committed to your well-being and understand the unique needs of employees and families living with diabetes, so we offer capped out-of-pocket insulin costs and GLP-1 coverage across all plans. You’ll have access to a variety of Meritain health insurance plans to suit your needs and can also take advantage of Flexible Spending Accounts (FSAs) or Health Savings Account (HSA). Our comprehensive benefits package includes vision and dental coverage, plus voluntary options such as long-term disability, accident, critical illness, hospital indemnity, and even discounts for pet care. In addition, we provide employer-paid short-term disability and life insurance for extra peace of mind.

We know the importance of taking time to rest and recharge. That’s why Sequel offers flexible PTO, generous paid holidays, and Flex Time options to help you balance work and life when you need it most. Our team enjoys a culture built on hard work, fun, and genuine support. At Sequel, you’re not just starting a job, you’re building a rewarding career and a brighter future. Join us, and let’s thrive together!

Environmental/Safety/Physical Work Conditions
Ensures environmental consciousness and safe practices are exhibited in decisions
Use of computer and telephone equipment and other related office accessories/devices to complete assignments
May work extended hours during peak business cycles
Physical requirements such as lifting specific weights
Some travelling is expected