Field Support Specialist II

About HatchMed

HatchMed is a Seattle based medical device company founded in 2012 with a mission to provide solutions to patient and care team challenges with our innovative hardware and software. Our products increase patient safety and elevate the patient experience.

Our Products

BlackJack, the magnetic nurse-call cable, increases reliable hospital bed connectivity to nurse call systems and reduces patient falls by eliminating bent pins and broken cables. Our Talon Tablet Mount makes hospital-owned iPads or devices more accessible to patients and care team staff and is available for use on carts, bedrails, or as a wall-arm.

ComCierge, our iOS software application that simplifies and streamlines patient communication and engagement. ComCierge allows nurses to filter patient requests, reducing alarm fatigue and getting the patient what they need faster and with easier delegation.

Our Culture

At HatchMed we believe the best ideas come from working together, adapting quickly to change, and approaching every challenge with care and intention. We share perspectives openly, aim to support one another, and make decisions that balance innovation with impact. It’s a culture built on trust, flexibility, and respect — where we are guided by our values; collaboration, agility, and thoughtfulness. We know that everyone’s contributions matter and continuous improvement is a team sport.

Position Summary
The Field Solutions Engineer plays a hybrid role spanning implementation delivery, advanced technical support, consulting, and pre-sales engineering. This role requires deep technical expertise in HatchMed’s hardware and software as well as the ability to understand and apply HatchMed product solutions against translated customer business needs. Work is split between remote engagements and on-site customer visits.

Key Responsibilities

• Lead complex installations and integrations of HatchMed systems at customer sites.
• Provide Tier 2 technical support and serve as escalation point for Field Support Specialists.
• Manage Tier 2 tickets via HatchMed’s helpdesk system within company specific guidelines.
• Escalate unresolved or complex cases to Field Solutions Engineers or Product Engineering, ensuring all discovery details are captured.
• Perform in-depth discovery and consulting with customers to align solutions with business workflows.
• Support the sales process as a technical advisor: demonstrate solutions, scope projects, and prepare technical input for proposals.
• Customize implementation approaches to meet unique site requirements.
• Document best practices, Solution Articles, troubleshooting workflows, lessons learned, and deployment standards for internal and external audiences.
• Act as liaison between customers, Product Engineering, and Sales to provide feedback and influence product development.
• Deliver training for customer teams and internal staff.

Qualifications

• Bachelor’s degree in engineering, computer science, or equivalent technical discipline.
• 2-5 years of experience in field engineering, technical support, technical consulting, or professional services.
• Familiarity with voltmeters and oscilloscopes.
• Strong technical expertise across both hardware and software environments.
• Experience in healthcare IT, medical devices, or regulated industries preferred.
• Excellent customer-facing communication and consulting skills, including with executives.
• Willingness to travel for customer site work up to 30%.