Technical Support Engineer

We are looking for a motivated and organized problem-solver to join our team as a Technical Support Engineer with hands on Electrical or Firmware Engineering Experience (2-5 years). 

Location: Houston, Texas (On-site)

Experience: 2–5 years

Background: Software, Electrical, Firmware, or Biomedical Engineering

Imagine giving patients the power of real-time health insight, simply by using the bathroom. Starling Medical is building the first clinically-backed, at-home urinalysis platform designed to support patients with chronic health conditions.

Backed by prestigious organizations like Y Combinator (YC) and AARP , our mission is clear: prevent hospitalizations by providing immediate, actionable insights. Our first product focuses on non-invasively monitoring the risk of Urinary Tract Infections (UTIs), a major health concern. If you're excited about leveraging technology to build a product that impacts daily health and keeps people out of the hospital, you belong with us.

As our first Technical Support Engineer , you are the "Face of Starling" to our patients and the "Voice of the Field" for our engineering team. This is a unique hybrid role for someone who loves talking to people just as much as they love taking things apart to see why they broke.

You will be the primary point of contact for our users, managing the end-to-end customer experience while triaging issues across the UrinDx-Lite’s embedded systems and supporting software, including Starling’s mobile applications and web application.

Key Responsibilities:

• Front-Facing Customer Success: Act as the primary technical contact for patients. You will guide them through setup, resolve their frustrations with empathy, and ensure they feel supported in managing their health.
• App Triage: Diagnose and t roubleshoot app features and functionality. Communicate needs for new features and help verify features pass quality checks before being released.
• Embedded Systems Triage: When a device isn't performing, you’ll dive into the "why." You will investigate issues involving BLE connectivity, i2c sensor communication, and firmware behavior to determine if an issue is environmental, user-driven, or a system bug.
• Hardware & Firmware Debugging: Leverage your engineering background to tinker with returned hardware. You’ll use oscilloscopes and soldering irons to troubleshoot PCBs and use command-line tools to pull logs from our Nordic/Zephyr-based systems.
• Product Team Collaboration: Work as a core member of the Product team. You will translate "field static" into actionable insights, helping the engineering team prioritize fixes and influencing the roadmap for our next-generation hardware.
• Documentation & Scaling: Help maintain good documentation practices and detailed records of patient interactions and technical resolutions in Notion/Github. You will build the "Knowledge Base" from scratch, creating the guides and SOPs that will allow us to scale from dozens to thousands of patients. Learn and take part in good documentation practices for medical device development. 

The Basics:

• Location: Must be based in or willing to relocate to Houston, Texas.
• Experience: 2–5 years in a technical support, field application, or systems engineering role.
• Education: Background in Mobile App Development, Electrical Engineering, Biomedical Engineering, or Firmware Engineering.

Technical Muscle:

• Systems Curiosity: Experience (or a deep desire to learn) debugging embedded systems. Familiarity with BLE, i2c , and low-power sensors is highly preferred.
• Bench Skills: Proficiency handling PCBs with an oscilloscope or multimeter and the ability to use a soldering iron for quick board modifications.
• Software Savvy: Comfortable using command-line tools , git, Github and Notion. Have experience working on a Mobile, Web or Firmware project in the past.
• Bonus Points: Familiarity with the Zephyr/Nordic SDK or experience with PCB design tools like Altium .

Soft Skills:

• Empathetic Communicator: You can explain complex firmware or App issues to an elderly patient without using jargon, and then turn around and explain the root cause to a Senior Firmware Engineer using precise technical data.
• Methodical Problem Solver: You don't just fix the symptoms; you hunt for the root cause.

• Ensure Patient Success: You directly ensure that every device in the field is performing optimally, providing a seamless user experience that delivers the high-quality data Starling needs to improve patient health.
• Influence Product Evolution: Your feedback from the front lines will directly dictate future hardware and software iterations.
• Exposure to the TMC Ecosystem: Work at the heart of the Texas Medical Center, the largest medical complex in the world.

Benefits:

• Competitive hourly rate/salary commensurate with experience.
• Opportunity to work on cutting-edge, life-saving technology.
• A collaborative environment where your voice directly shapes the product.
• Massive growth potential as we scale our commercial launch.

Starling Medical is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.