Technical Support Technician (English speaking)

Natus•Schaumburg, IL

1d•Remote

About The Position

The English-speaking Technical Support Technician provides customer-facing technical support through phone, email, and web channels and serves as the primary technical support contact for customers and distribution partners in an assigned market or region. The role involves troubleshooting, owning cases through resolution or escalation, performing remote installations and maintenance, and maintaining technical and customer data. As part of the global Technical Support team in Otometrics / Hearing & Balance, the technician shares technical expertise and provides cross-coverage to colleagues and customers in other markets. The role also works with Field Service, Workshop, R&D, Sales, and other internal functions, and contributes to documentation, root-cause analysis, continuous improvement, and AI-supported support tools.

Requirements

Technical education or a degree in electronics, electrical engineering, mechatronics, medical technology, biomedical engineering, IT/technical systems, or a comparable discipline.
Experience in Technical Support, Field Service, Engineering, or a similar technical environment.
Strong analytical and troubleshooting skills.
Ability to understand technical systems and identify root causes.
Strong written and verbal communication skills.
Fluent English.
Local market language where applicable.
Basic SQL knowledge and confidence working with data and digital systems.

Nice To Haves

Experience in a customer-facing hotline or support environment.
Experience with CRM or service management systems; Salesforce experience is a plus.
Additional European languages for global support roles.

Responsibilities

Provide technical support via hotline, email, and web.
Act as the primary Technical Support contact for the assigned market or region.
Diagnose and resolve technical issues and manage cases through resolution or escalation.
Perform remote installations, configurations, and technical assistance.
Maintain accurate customer, product, and technical data in Salesforce and other systems.
Support colleagues globally with technical expertise, troubleshooting, and cross-coverage.
Contribute to technical knowledge, documentation, and continuous improvement.
Work closely with Field Service, Workshop, R&D, Sales, and other internal functions.
Identify recurring technical issues and support root-cause analysis.
Contribute to the continuous improvement of AI-supported Technical Support tools and solutions.
Maintain professional, polite, and structured customer interactions.
Take full ownership of testing features and functionality.