Auditdata

Technical Support Engineer, L2/L3

Auditdata

full-time

Posted on:

Location Type: Remote

Location: Poland

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About the role

  • 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)

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
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
hardware troubleshootingdiagnosticssystem integrationaudiometer softwareaudiometer hardwarefirmwaretransducerclinical softwareroot cause analysistechnical support
Soft Skills
analytical skillsproblem-solvingstructured troubleshootingcommunication skillscustomer supportteam collaborationdocumentationadaptabilityattention to detailtime management