Technical Support Specialist – L2/L3
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Job Description
Technical Support Specialist resolving complex software and hardware issues for Auditdata’s healthcare technology products. Managing enterprise accounts, escalations, documentation, and customer support reporting.
Responsibilities:
- 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- Own and regularly review a defined Knowledge Base area, retiring outdated content and updating it after releases and fixes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
Requirements:
- 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
Benefits:
- 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
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