
TidalSense is a venture-backed respiratory technology company founded in 2013, headquartered in Cambridge, UK. The company is dedicated to revolutionizing respiratory care through AI-driven…

TidalSense is a venture-backed respiratory technology company founded in 2013, headquartered in Cambridge, UK. The company is dedicated to revolutionizing respiratory care through AI-driven…
Founded: 2013
Headquarters: Cambridge, UK
Flagship product: N-Tidal™ Diagnose (CE-marked Class IIa)
Technology: Patented CO2 capnography sensor + AI cloud platform
Recent funding: Reported May 2023 round led by BGF and Downing Ventures
Respiratory diagnostics and monitoring (COPD, asthma and related conditions).
2013
Software Development
£7.5M
Reported May 2023 round; other reported investors/backers include Foresight Group and SBRI Healthcare.
£13.0M
Dealroom lists Nov 2023 early VC round reported at £13.0M with investors including Business Growth Fund, Foresight Group, NIHR, Downing, SBRI Healthcare.
“Backed by Business Growth Fund (BGF), Downing Ventures; additional investors include Foresight Group and support from SBRI Healthcare.”
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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
Skills & Competencies
Essential:
Collaborative approach to teamwork and hands-on mentality
Desirable:
Qualifications & Experience
Essential:
Desirable:
Other Requirements
Note to Applicants
CLOSING DATE FOR APPLICATIONS: Sunday 12th April 2026
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.
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Use customer contact channels (e.g. email, chat and phone) to interact with clients to receive, identify and resolve hardware and software issues:
Ensure all issues are properly documented in accordance with company procedures
Prioritize and manage several open issues at one time
Diagnose and troubleshoot technical issues:
Ask customers targeted questions to quickly understand the root of the problem
Refer to internal resources to provide accurate solutions
Track issues through to resolution, within pre-defined SLAs:
Talk clients through a series of actions, either via phone, email or chat, until they’ve resolved their issue(s)
Provide prompt and accurate feedback to customers, and follow-up with customers to ensure issues have not recurred.
Where required, you may need to provide on-site technical support for customers.
Properly escalate unresolved issues to appropriate internal specialist teams
Work with the quality / regulatory team to ensure customer complaints, feedback, incidents and notifiable events are handled in accordance with the company’s procedures for post-market surveillance (under ISO 13485 and EU MDR).
Work closely with the software, firmware, hardware, operations and quality teams to resolve technical issues promptly and to ensure a positive customer experience
Create continuous improvements to technical and troubleshooting manuals, customer operational processes, and support product and user training development:
Research and identify solutions to software, hardware and connectivity issues
Document technical knowledge in the form of notes and manuals
Collaborate with operational and product teams to support process and product improvement from common issues
Manage service desk configurations and maintain service desk software.