Technical Support Specialist – L2/L3

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

📋 Description

• Address customer inquiries in accordance with SLAs, ensuring the provision of precise product and service information.

• Diagnose and resolve software and hardware issues reported by customers.

• Replicate issues and document the steps for engineering teams.

• Facilitate product escalations to Product Management and collaborate with Development and DevOps until resolution.

• Manage customer hardware service requests effectively.

• Keep accurate case records in Helpdesk/CRM and ensure customers are updated.

• Serve as the recognized product expert for a designated Auditdata product and act as an escalation point for enterprise clients.

• Assist customers and partners with system setup and operation, including training and knowledge sharing.

• Test new product releases, detect bugs, and inform teams and accounts about customer impact.

• Create and maintain Knowledge Base articles, internal runbooks, troubleshooting guides, and SOPs.

• Oversee and regularly update a specific area of the Knowledge Base, removing outdated content and refreshing it post-releases and fixes.

• Identify documentation gaps based on ticket data and develop necessary articles.

• Conduct peer reviews of first-line support contributions.

• Manage the support relationship for a defined portfolio of named enterprise accounts as the primary technical contact.

• Lead weekly ticket review meetings, set agendas, assess open-ticket statuses, document actions, and ensure follow-up to closure.

• Generate customer-facing root cause analysis reports, status summaries, and process documentation.

• Manage expectations regarding timelines, workarounds, and roadmap items, escalating internal risks as necessary.

• Create and maintain Helpdesk/CRM reports and dashboards.

• Analyze ticket data to identify recurring issues, volume drivers, and SLA risks.

• Relay customer feedback back into the product development process.

⛳️ Requirements

• A minimum of 5 years in a customer-facing technical support role or a comparable position.

• Practical experience in 2nd or 3rd line support via phone, email, and remote tools.

• Comfortably chair recurring customer meetings independently.

• Proficient reporting skills using HelpDesk or other CRM systems.

• Knowledge of SLA management support processes, including incident, problem, and escalation management.

• Experience in authoring Knowledge Base articles, runbooks, or support documentation.

• Strong understanding of systems, processes, and support workflows.

• Demonstrated ability to troubleshoot cloud and SaaS software solutions, such as CRM, CMS, and ERP.

• Fluent in written and spoken English.

• Willingness to engage with customers across APAC, European, and North American time zones.

• Familiarity with audiometry and clinical management processes is advantageous.

• Experience with embedded systems or medical/audiology equipment is a plus.

• Background in supporting large or multi-site retail customers is beneficial.

• Strong customer focus with a commitment to assisting and resolving customer issues.

• Proactive problem-solving mindset.

• Excellent prioritization skills.

• Ability to swiftly learn and comprehend complex technical subjects.

• Excellent coordination and communication abilities.

• Capacity to analyze technical data, isolate root causes, and implement structured solutions.

• English CV is required.

🏝️ Benefits

• Long-term, secure engagement with a stable product development company.

• Strong company values and ethics.

• Flexible work environment with a flat management structure.

• Opportunities for learning and professional growth.

• Related certifications, paid training, and courses.

• Remote work model.

• Equal opportunity employer dedicated to a diverse, discrimination-free work environment.