Technical Support Engineer – L2/L3

This is a fully remote position, open to applicants in Poland.

📋 Description

• Deliver expert technical assistance for audiometers and hearing diagnostic equipment.

• Diagnose and troubleshoot hardware, connectivity, and system integration problems related to audiometers, PCs, and clinical software.

• Assist customers in the installation, configuration, and setup of audiology systems.

• Support clinics and partners during the deployment, upgrades, and operational troubleshooting phases.

• Examine and replicate issues reported by customers to identify the root cause, create targeted troubleshooting steps, and categorize failures by domain — whether software, hardware, firmware, or transducer — before referring to the appropriate team.

• Maintain comprehensive technical expertise across all audiometer domains — software, hardware, firmware, and transducers — to autonomously diagnose and resolve issues at all levels.

• Collaborate closely with engineering and product teams, escalating confirmed root causes through structured defect reports that include software/firmware versions, hardware data, and transducer specifications.

• Document troubleshooting methods and utilize AI tools to enhance the knowledge base, transforming resolved cases into searchable articles and guided troubleshooting workflows.

• Provide remote technical support through phone, email, and remote diagnostic tools.

• Assist in testing new instrument integrations, firmware updates, and product launches.

• Ensure prompt resolution of customer cases in accordance with service level agreements (SLAs).

⛳️ Requirements

• Over 3 years of experience in technical support, service technician, or field service positions.

• Proficient in hardware troubleshooting and diagnostics.

• Experience with supporting technical equipment, instrumentation, or medical devices.

• Comfortable diagnosing both hardware and software issues in integrated clinical systems.

• Ability to identify issues related to drivers, connectivity, firmware, and software interactions.

• Experience providing direct support to customers through phone, remote tools, or on-site technical assistance.

• Strong analytical and problem-solving abilities with a methodical approach to troubleshooting, including root cause documentation appropriate for engineering teams.

• Comprehensive product knowledge across audiometer software, hardware, firmware, and transducers — or a commitment to achieve mastery within six months.

• Proficient in using AI tools to create, update, and enhance the support knowledge base.

• Fluent in English communication skills (both written and verbal).

🏝️ Benefits

• Long-term engagement in a stable and growing SaaS company.

• Remote-first and asynchronous-friendly work environment.

• Flexible workplace with a flat organizational structure.

• High standards for product quality.

• Opportunity to work with innovative hearing diagnostic technology utilized by clinics and professionals globally, addressing real technical challenges that affect healthcare delivery.

• Professional development opportunities, including support for certifications.

• A global, diverse, and highly skilled team spanning Denmark, Ukraine, the UK, Poland, Canada, Australia, the USA, and more.