Technical Support Specialist (L2/L3)

Auditdata

3d•Remote

About The Position

Join Auditdata’s Customer Care team, the front line of our global support operation. When a test system will not start or a booking flow breaks, patients wait. Our job is to stop that happening, and to put it right quickly when it does. This is a hands-on technical role with a live ticket queue, combined with direct ownership of a small portfolio of named accounts. You will be both the person who solves the hardest tickets and the person the customer meets every week to talk about them.

Requirements

At least 5 years in customer-facing technical support or a similar role, including hands-on 2nd or 3rd line support via phone, email, and remote tools; confident chairing recurring customer meetings independently
Practical reporting skills in HelpDesk or other CRMs.
Working knowledge of SLA management support processes: incident, problem, and escalation management
Demonstrated technical writing ability, with experience authoring Knowledge Base articles, runbooks, or support documentation (writing samples may be requested)
Strong understanding of systems, processes, and support workflows
Proven ability to troubleshoot cloud and SaaS software solutions (e.g. CRM, CMS, ERP)
Fluent written and verbal English, strong enough to author customer-facing documentation and chair customer calls
Willingness to work with customers across APAC, European, and North American time zones

Nice To Haves

Knowledge of Audiometry (hearing aid fitting process) as well as clinical management process
Experience working with embedded systems or medical/audiology equipment is a plus
Experience supporting large or multi-site retail customers

Responsibilities

Respond to customer inquiries in line with SLAs, providing accurate product and service information
Troubleshoot and resolve customer-reported issues across software and hardware
Reproduce issues and document clear replication steps for engineering teams
Drive product escalations to Product Management, and work with Development and DevOps through to resolution
Handle customer hardware service requests in line with Auditdata procedures
Maintain accurate case records in Helpdesk/CRM, keeping customers informed throughout
Act as the recognized product expert for assigned Auditdata Product, and the escalation point for Enterprise Customers
Guide customers and partners through system setup and operation, including training and knowledge sharing
Test new product releases, identify bugs, and brief the team and your accounts on customer impact
Write and maintain Knowledge Base articles for internal and customer use, turning resolved tickets into reusable knowledge.
Own a defined area of the Knowledge Base: review on a regular cycle, retire outdated content, and update after releases and fixes
Use ticket data to find gaps where recurring questions have no article behind them, and close them
Peer-review 1st line contributions, and maintain internal runbooks, troubleshooting guides, and SOPs
Own the support relationship for a defined portfolio of named Enterprise accounts as their primary technical contact, advocating for them internally across Support, Product, and Professional Services
Lead weekly ticket review calls. Set the agenda, walk the customer through open ticket status, capture actions, and follow up to closure
Produce customer-facing root cause analysis reports, status summaries, and process documents
Set and manage expectations on timelines, workarounds, and roadmap items, escalating internally where commitments are at risk
Build and maintain reports and dashboards in the Helpdesk/CRM platform for both internal review and customer meetings
Analyze ticket data to identify recurring issues, volume drivers, and SLA risk, and feed customer feedback back into the product