Job DescriptionJob Description

About Sequel
Sequel, 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 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.

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

Job Responsibilities and Essential Duties

• Handle inbound and outbound calls to support our customers
• Communicate with customers via chat and/or text channels as appropriate
• Adhere to approved communication guidelines when responding to customer inquiries
• Troubleshoot issues related to the twiist AID System and online customer portal
• Handle technical questions in potentially stressful situations; ability to de-escalate challenging interactions
• Demonstrate critical thinking skills in selecting problem-solving methods using troubleshooting materials and document resources
• Aim for resolving issues on first contact by listening, identifying, and solving with patience and understanding
• Document customer interactions thoroughly and accurately using CRM software
• Identify and report potential health and safety issues with the product
• Adhere to the attendance policy for the Customer Care department
• Perform work in compliance with company policies, regulatory, legal and safety requirements
• Complete training onboarding inclusive of basic certification for job responsibilities

The 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 training
• Assist in development of departmental documentation and job aides
• Assist in leading team calls and meetings as required.

Minimum Requirements

• Bachelor's degree in health-related field , or commensurate experience
• 1+ years of experience in a fast-paced, high volume, FDA-regulated call center or contact center with omnichannel experience
• Medical device troubleshooting or product support experience
• Must be available to work during required shift as assigned. Willrequire rotating coverage during holidays and weekends. Hours subject to change based on operational needs

For the Senior Technical Product Support Specialist:

• Bachelor's degree in health-related field , or commensurate experience
• 2+ 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 Abilities

• Bilingual (English and Spanish) speaking candidates
• Effective verbal and written communication skills, enabling clear communication with customers via telephone, chat, text, and email
• Diabetes knowledge
• Experience providing omni-channel remote support, particularly in a high volume, regulated environment
• Skilled in using CRM tools; experience with Salesforce.com
• Ability to provide technical information in an easy-to-understand manner
• Working knowledge of Microsoft Office applications
• Quick learner; thriver in a fast-paced environment.
• Participates in rotation for coverage during off-shift hours/weekends/holidays as required
• Position remotely based but requires 1 week of travel for new hire training meeting to home office in Manchester, NH

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 , , , , , , 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 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

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