Support Engineer

• Investigate, troubleshoot, and support resolution of technical issues
• Communicate clearly with users and stakeholders to guide issue resolution
• Provide timely and professional support to help maintain a positive user experience
• Contribute to documentation and continuous improvement of support processes and knowledge bases
• Collaborate with engineering and product teams to address more complex issues
• Support ongoing communication with internal or external stakeholders as needed
• Participate in an on-call rotation to support service continuity

Technical Support Engineer

• Provide expert front line support to all internal and external customers in an effort to strengthen customer satisfaction contributing to a positive surgical outcome.
• Provide technical phone support to customers and field personnel including Sales, Service, Marketing, etc.
• Acquire knowledge on policies, processes, and procedures, as well as detailed knowledge of products.
• Analyze and troubleshoot complex Robotic problems using remote diagnostics or over the telephone.
• Records requests for service and actions taken using both computerized and manual documentation systems to provide historical service records.
• Create articles in Knowledge Management System.
• Drive resolution of all system performance issues until an acceptable solution is identified and implemented or it is determined to escalate the call.
• Facilitate technical requests from field engineers and distributors.

• Provide email and live technical support to enterprise customers, acting as the first line of defense for complex technical issues, bug diagnosis, or resolving critical outages.
• Identify and reproduce product issues, perform QA, and submit formal bug reports or feature requests to appropriate Engineering team.
• Collaborate closely with software developers, sales engineers, and technical account managers to keep all teams up to date with current customer issues.
• Work to streamline and improve various Support and Engineering processes, author internal run-books or public documentation, and help team improve efficiency and effectiveness.

• Provide email and live technical support to our enterprise customers.
• Identify and reproduce product issues, perform QA, and submit formal bug reports or feature requests.
• Collaborate closely with software developers, sales engineers, and technical account managers.
• Work to streamline and improve various Support and Engineering processes and tools.
• Ensure customers have a positive support experience during every interaction.

• Actively improve the customer experience;
• Work with clients and their employees to identify problems and advise on the solution;
• Recreate, troubleshoot and independently investigate reported issues;
• Collaborate with development teams, identify errors and report bugs via internal helpdesk;
• Master the support channels: Ventrata Chat, Slack and Helpdesk;
• Help with client onboarding and uploading data to our systems;
• Supporting internal teams with tasks beyond the job description.

Technical Support Specialist, B2B, English, ES/PT

• Provide technical support via phone and email to Nox Medical customers using our diagnostic hardware and software
• Communicate clearly and effectively with customers to resolve technical issues and provide guidance
• Investigate and document product performance, technical issues, and failure information
• Manage and document customer complaints, ensuring proper follow-up and resolution
• Collaborate with the Product and Development teams to escalate and resolve complex (3rd-level) support cases
• Contribute to the creation of user instructions, knowledge base articles, and other supporting material for Nox products
• Apply strong technical troubleshooting skills to diagnose and resolve hardware and software issues efficiently and independently

Technical Support Specialist

• Respond to customer inquiries via phone, email, or chat regarding EV charger functionality, connectivity, and usage.
• Perform initial diagnostics on charging stations, including power status, network connectivity, and user interface issues.
• Guide customers through standard troubleshooting steps such as resets, cable inspections, and mobile app configurations.
• Escalate unresolved or complex issues to Tier 2 support or field service teams, ensuring detailed and accurate documentation.
• Contribute to knowledge management and continuous improvement based on daily operations and recurring issues.
• Prioritize case handling based on service level agreements (SLAs), warranty status, and issue severity.
• Accurately log all support interactions and technical findings in the ticketing system (e.g., MS Dynamics 365 Customer Service).
• Monitor and report recurring technical issues to support trend analysis and product reliability improvements.
• Stay current with the latest EV charger models, firmware updates, and support procedures.
• Ensure compliance with safety and operational standards during all remote support interactions.

Technical Support Specialist, Dutch

Technical Support Specialist, German

• Active participation in process improvement projects within Operations
• Support for the analysis of production processes, operational flows and identification of improvement opportunities
• Collaboration in implementing continuous improvement initiatives related to efficiency, productivity and quality
• Support in collecting, processing and analyzing operational data and performance indicators
• Preparation and updating of technical documentation associated with improvement projects
• Monitoring industrial tests and validating the implemented improvements
• Coordination with multidisciplinary teams (Packaging, Engineering, Validation and Quality)

Trainee, Support Engineer

• Provide remote technical support to users via chat, phone, and email.
• Guide customers through technical troubleshooting, setup, and feature navigation.
• Offer pre- and post-sales technical support to help users maximize platform benefits.
• Handle inquiries about software bugs, system performance, and functionality.
• Escalate unresolved issues to higher-tier support when necessary.
• Document all interactions and resolutions in the system.
• Ensure timely, clear, and customer-focused communication.

Technical Support, Italian

• Act as a trusted technical partner to dental professionals, supporting them throughout their digital journey.
• Responsible for the initial processing and assessment of digital orthodontic cases.
• Deliver high-quality technical support, providing on-site and remote Spark demonstrations in close collaboration with our Sales teams.
• Role involves 25% of travelling and supporting dental events.
• Build long-term relationships with doctors and internal stakeholders while directly impacting customer success, product adoption, and growth of SPARK in the Portuguese market.

Digital Technical Support, Field

• Ensure availability, performance, and stability of European applications across production and pre-production environments.
• Act as senior technical point of contact for complex application issues.
• Collaborate closely with business users, vendors, and internal teams.
• Read and interpret functional design documents outlining requirements from various business areas to support monitoring, maintenance, and ticket handling.
• Provide advanced support for OutSystems applications including architecture, integrations, and release support when needed.
• Perform deep technical analysis across application, database, and integration layers.
• Influence application design from an operability and resilience perspective.
• Lead or contribute to major incident resolution and stakeholder communication.
• Perform root cause analysis and drive permanent remediation actions.
• Coordinate post-incident reviews and track improvement actions.
• Design and improve monitoring and alerting strategies to reduce MTTR.
• Develop automation for operational tasks, diagnostics, and health checks.
• Collaborate with Development teams on CI/CD pipelines and release readiness.
• Own and maintain operational documentation, runbooks, and support models.
• Support service transition and operational readiness for new applications.
• Mentor and coach junior support analysts.

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