Technical Support Engineer (L2/L3)

Location: remote Poland/ Philippines About the Role: We are looking for a Technical Support Engineer with a strong hardware and instrumentation background to join our Customer Care team. In this role, you will directly support clinics, technicians, and partners using audiometers and diagnostic hearing instruments. You will troubleshoot hardware issues, diagnose system integrations, and guide customers through installation, configuration, and operation of audiology systems used in clinical environments. This role sits at the intersection of hardware, software, and clinical workflows. You will help ensure reliable performance of audiometry equipment and provide expert technical support that enables hearing care professionals to deliver accurate diagnostics. The ideal candidate has experience working with technical instruments, medical devices, or diagnostic equipment, and enjoys solving complex technical problems while engaging with customers and fellow service technicians . This role is particularly well suited for professionals with backgrounds such as: • Audiology Technician • Instrumentation Technician • Field Service Engineer (medical devices or diagnostics) What You’ll Do: Provide expert technical support for audiometers and hearing diagnostic equipment Troubleshoot and diagnose hardware, connectivity, and system integration issues involving audiometers, PCs, and clinical software Guide customers through installation, configuration, and setup of audiology systems Support clinics and partners during deployment, upgrades, and operational troubleshooting Investigate and reproduce customer-reported issues to determine root cause, develop targeted troubleshooting steps, and classify failures by domain — software, hardware, firmware, or transducer — before escalating to the appropriate team. Maintain full technical mastery across all audiometer domains — software, hardware, firmware, and transducers — to independently diagnose and resolve issues at every level Work closely with engineering and product teams, escalating confirmed root causes via structured defect reports covering software/firmware versions, hardware data, and transducer specs Document troubleshooting procedures and use AI tools to maintain the knowledge base, converting resolved cases into searchable articles and guided troubleshooting flows Provide remote technical support via phone, email, and remote diagnostic tools Assist with testing of new instrument integrations, firmware updates, and product releases Ensure timely resolution of customer cases according to service level agreements (SLAs) Required Skills & Qualifications: 3+ years of experience in technical support, service technician, or field service roles Strong hardware troubleshooting and diagnostics experience Experience supporting technical equipment, instrumentation, or medical devices Comfortable troubleshooting both hardware and software in integrated clinical systems Ability to diagnose issues involving drivers, connectivity, firmware, and software interaction Experience supporting customers directly via phone, remote tools, or onsite technical assistance Strong analytical and problem-solving skills with a structured troubleshooting approach, including root cause documentation suitable for engineering teams Full product knowledge across audiometer software, hardware, firmware, and transducers — or commitment to achieve mastery within 6 months Comfortably use AI tools to build, update, and improve the support knowledge base Fluent English communication skills (written and verbal) Nice-to-haves: Background in audiology, hearing diagnostics, or audiometry equipment Experience working in a hearing clinic or audiology environment Familiarity with audiometers, hearing test equipment, or hearing aid fitting workflows Experience supporting medical devices, diagnostic equipment, or clinical systems Key Traits: Customer‑focused with a proactive problem‑solving mindset Ability to explain complex technical concepts to non‑technical users Strong collaboration and communication across technical and non‑technical teams Ability to manage multiple technical cases in a fast‑paced support environment Committed to continuous learning across all product layers and comfortable using AI tools to capture knowledge and improve team efficiency Why Join Us? Long-term engagement in a stable, growing SaaS company Remote-first, async-friendly Flexible environment with a flat organizational structure High product standards Work with innovative hearing diagnostics technology used by clinics and professionals worldwide, solving real technical challenges that impact healthcare delivery Professional development opportunities, including certification support Global, diverse, and highly skilled team across Denmark, Ukraine, UK, Poland, Canada, Australia, USA, and more Feels like it’s a perfect match to you? We look forward to your application! (please submit your English CV) Auditdata is an equal opportunity employer that is committed to create diverse work environment free of discrimination and harassment. We make recruiting decisions based on your experience and skills.