TidalSense is a respiratory technology company with a mission to transform the diagnosis, monitoring and management of chronic respiratory conditions, such as asthma and COPD. The company has ambitions to enable a population-scale change in respiratory care through global deployment of its technologies. TidalSense has just launched a first-of-its-kind AI-driven (software medical device) diagnostic test for COPD which uses the company’s unique, patented, sensor technology embedded in the N-Tidal device.
We are seeking a early- to mid-career customer support engineer with strong problem-solving and communication abilities to identify and resolve any technical issues our customers encounter. We are at an exciting phase in our journey as we transition from a start-up to a scale-up. You will be joining a passionate, socially-motivated and multi-disciplinary team covering engineers, scientists, clinicians, designers, product and usability specialists. This is a unique opportunity for a driven and autonomous individual to support the real-world deployment of a new generation of regulated hardware and software medical device products that will deliver impact in the real world and change people’s lives. We are seeking someone who is comfortable working in a fast-paced, agile, and diverse team environment, and who is also committed to our mission to revolutionise respiratory medicine.
Job Purpose
To diagnose and troubleshoot software and hardware problems (providing Tier 1 and Tier 2 technical support) experienced by TidalSense customers and: (i) to support prompt resolution of issues through collaboration with relevant teams, escalating where appropriate, (ii) to support process and product development through proactively identifying and communicating common issues.
Key Duties & Responsibilities
Requirements
Skills & Competencies
Essential:
- Excellent communication skills, internally and externally; calm, polite, positive and professional in customer interactions
- Ability to explain complex technical solutions clearly and simply to end users
- Strong ability to understand (at a high level) cloud architectures, technical process flow charts, and where issues may occur in interactions between processes / services covering relational databases, APIs, modern web application frameworks, and connected hardware
Collaborative approach to teamwork and hands-on mentality
Desirable:
- Ability to think strategically about scaling customer support functions effectively
Qualifications & Experience
Essential:
- Multiple years of industry experience in a technical product support role
- Multiple years of industry experience providing support to customers and driving customer satisfaction and product and process improvement
Desirable:
- Bachelors degree in computer science, engineering or other relevant data-oriented discipline (or equivalent industrial experience)
- Experience working with medical devices that include a software or firmware component
- Experience working within a quality management system (ISO 13485 or ISO 9001), or in a regulated industry
- Industrial experience as Tier 2 or 3 Technical Support Engineer or similar role
- Experience with developing, managing and maintaining service desk software eg HubSpot, Salesforce, JIRA ServiceDesk (preference for experience using HubSpot)
- Experience in an early-stage company
- Experience with providing customer support to clinical users, preferably within the NHS
Other Requirements
- Must already be legally eligible to work in the UK (ie we will not consider candidates who do not already have a visa in place)
- Will need to be able to work in person in the Cambridge office at least 3 days / week, and may (infrequently) be required to travel to customer sites across the UK to provide technical support or to support connectivity assessments.
Note to Applicants
- We read all applications carefully - including your free-text answers - in evaluating your application. Please make sure you spend some time answering these questions carefully.
- Please answer questions truthfully. Dishonesty is fundamentally against our values.
- We appreciate that some candidates may hesitate to apply because they may feel that they might not meet all of the required criteria or be competitive enough. If this is you, please don't shy away from applying - we would really like to hear from you!
CLOSING DATE FOR APPLICATIONS: Sunday 12th April 2026
Benefits
- Flexible working hours to support your work preferences
- Hybrid working as per requirements above
- 25 days annual leave (pro-rated) + 8 public holidays
Salary £30,000 - £45,000 (depending on experience)
TidalSense operates a fair pay structure to ensure our colleagues are paid equitably and competitively for their skill, expertise and experience. Successful candidates will be offered this role at the appropriate grade, based on both their resume experience and our judgement of their performance level through the assessment process.
