Job DescriptionJob DescriptionAbout SequelSequel, headquartered in Manchester, New Hampshire, is a company developing the next 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 OverviewSequel’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.The Senior Technical Product Specialist, in addition to the above, will assist with transition coaching of new Technical Product Specialists, handle escalated customer calls, and will participate in special projects as needed.

Shifts Available:Sat - Wed, 12:00 AM – 8:30 AM ETSat - Wed, 8:00 AM – 4:30 PM ETSat - Wed, 4:00 PM – 12:30 AM ETSat - Wed, 2:30 PM – 11:00 PM ET

Job Responsibilities and Essential DutiesHandle inbound and outbound calls to support our customersCommunicate with customers via chat and/or text channels as appropriateAdhere to approved communication guidelines when responding to customer inquiriesTroubleshoot issues related to the twiist AID System and online customer portalHandle technical questions in potentially stressful situations; ability to de-escalate challenging interactionsDemonstrate critical thinking skills in selecting problem-solving methods using troubleshooting materials and document resourcesAim for resolving issues on first contact by listening, identifying, and solving with patience and understandingDocument customer interactions thoroughly and accurately using CRM softwareIdentify and report potential health and safety issues with the productAdhere to the attendance policy for the Customer Care departmentPerform work in compliance with company policies, regulatory, legal and safety requirementsComplete training onboarding inclusive of basic certification for job responsibilitiesThe Senior Technical Product Support Specialist will have the following additional responsibilities:Actively spend time observing and providing coaching feedback to new hires after they complete initial trainingAssist in development of departmental documentation and job aidesAssist in leading team calls and meetings as required.Minimum RequirementsBachelor''s degree in health-related field , or commensurate experience1+ years of experience in a fast-paced, high volume, FDA-regulated call center or contact center with omnichannel experienceMedical device troubleshooting or product support experienceMust be available to work during required shift as assigned. Willrequire rotating coverage during holidays and weekends. Hours subject to change based on operational needsFor the Senior Technical Product Support Specialist:Bachelor''s degree in health-related field , or commensurate experience2+ years of experience in a fast-paced, high volume, diabetes technology support experience,or 3+ years of fast-paced, high volume tech support experience in an FDA-regulated call center.Medical device troubleshooting or product support experience required

Required Knowledge, Skills and AbilitiesBilingual (English and Spanish) speaking candidatesEffective verbal and written communication skills, enabling clear communication with customers via telephone, chat, text, and emailDiabetes knowledgeExperience providing omni-channel remote support, particularly in a high volume, regulated environmentSkilled in using CRM tools; experience with Salesforce.comAbility to provide technical information in an easy-to-understand mannerWorking knowledge of Microsoft Office applicationsQuick learner; thriver in a fast-paced environment.Participates in rotation for coverage during off-shift

hours/weekends/holidays

as requiredPosition remotely based but requires 1 week of travel for new hire training meeting to home office in Manchester, NHSequel Med Tech provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to , , , , , , status, genetics, protected veteran status, , 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 we’ve designed a benefits package that’s as thoughtful as it is generous. From day one, you’re automatically enrolled in our 401k plan—no waiting, no worries—with a 6% company match and 100% immediate vesting. We prioritize your well-being, especially for our employees and their families living with diabetes, with capped out-of-pocket insulin costs and GLP-1 coverage across all plans. With multiple medical plans through Aetna, including a 100% company-paid high deductible plan paired with employer HSA contributions, you can select what suits your needs. Additional benefits include vision and dental plans, employer-paid short-term , and voluntary options like accident and pet insurance.Need time to relax and recharge? You’ll enjoy flexible PTO and generous paid holidays, all while being part of a culture that values hard work, fun, and support. We don’t just offer jobs—we offer careers that build futures. Join us, and let’s grow together!

Environmental/Safety/Physical

Work ConditionsEnsures environmental consciousness and safe practices are exhibited in decisionsUse of computer and telephone equipment and other related office

accessories/devices

to complete assignmentsMay work extended hours during peak business cyclesPhysical requirements such as lifting specific weightsPowered by JazzHRCkumObNmx0

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