Technical Support Specialist – L2/L3

• Respond to customer inquiries in line with SLAs, providing accurate product and service information
• Troubleshoot and resolve customer-reported software and hardware issues
• Reproduce issues and document replication steps for engineering teams
• Drive product escalations to Product Management and work with Development and DevOps through resolution
• Handle customer hardware service requests
• Maintain accurate case records in Helpdesk/CRM and keep customers informed
• Act as the recognized product expert for an assigned Auditdata product and escalation point for enterprise customers
• Guide customers and partners through system setup and operation, including training and knowledge sharing
• Test new product releases, identify bugs, and brief teams and accounts on customer impact
• Write and maintain Knowledge Base articles, internal runbooks, troubleshooting guides, and SOPs
• Own and regularly review a defined Knowledge Base area, retiring outdated content and updating it after releases and fixes
• Identify documentation gaps from ticket data and create needed articles
• Peer-review first-line support contributions
• Own the support relationship for a defined portfolio of named enterprise accounts as primary technical contact
• Lead weekly ticket review calls, set agendas, review open-ticket status, capture actions, and follow up to closure
• Produce customer-facing root cause analysis reports, status summaries, and process documents
• Manage expectations on timelines, workarounds, and roadmap items, escalating risks internally
• Build and maintain Helpdesk/CRM reports and dashboards
• Analyse ticket data to identify recurring issues, volume drivers, and SLA risk
• Feed customer feedback back into the product

• At least 5 years in customer-facing technical support or a similar role
• Hands-on 2nd or 3rd line support via phone, email, and remote tools
• Confident chairing recurring customer meetings independently
• Practical reporting skills in HelpDesk or other CRMs
• Working knowledge of SLA management support processes: incident, problem, and escalation management
• Experience authoring Knowledge Base articles, runbooks, or support documentation
• Strong understanding of systems, processes, and support workflows
• Proven ability to troubleshoot cloud and SaaS software solutions, such as CRM, CMS, and ERP
• Fluent written and verbal English
• Willingness to work with customers across APAC, European, and North American time zones
• Knowledge of Audiometry and clinical management processes is a plus
• Experience working with embedded systems or medical/audiology equipment is a plus
• Experience supporting large or multi-site retail customers is a plus
• Strong customer orientation and willingness to assist and solve customer issues
• Proactive approach to problem-solving
• Strong prioritization skills
• Ability to quickly learn and understand complex technical topics
• Strong coordination and communication skills
• Ability to analyse technical data, isolate root causes, and implement structured solutions
• English CV required

• Long-term, secure engagement in the stable product development company
• Great company values and ethics
• Flexibility and flat management structure
• Learning opportunities and professional development
• Related certifications, paid trainings & courses
• Remote work model
• Equal opportunity employer committed to a diverse work environment free of discrimination and harassment