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. 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.

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)

Benefits

• Long-term engagement in a stable, growing SaaS company
• Remote-first, async-friendly
• Flexible environment with a flat organizational structure
• High product standards
• Professional development opportunities, including certification support
• Global, diverse, and highly skilled team across Denmark, Ukraine, UK, Poland, Canada, Australia, USA, and more