Technical Support Engineer (L2/L3)

We are looking for a Technical Support Engineer with a strong hardware and instrumentation background to join our Customer Care team. 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.

Requirements

• 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)