Technical Support Specialist (L2/L3)

About the role

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.

What you will do

Technical Resolution (2nd Line Support)

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

Product Subject Matter Expertise

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

Knowledge Base Building and Maintenance

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Own a defined area of the Knowledge Base: review on a regular cycle, retire outdated content, and update after releases and fixes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

Customer Engagement and Reporting

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

Key Skills and Qualifications

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

Will be a plus

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

Key traits

Strong customer orientation, willingness to assist and solve customer issues

Proactive approach to problem-solving

Strong prioritization skills, able to protect ticket work alongside fixed customer commitments

Proven ability to quickly learn and understand complex technical topics

Strong coordination and communication skills

Strong ability to analyse technical data, isolate root causes, and implement structured solutions.

What’s in it for you

Long-term, secure engagement in the stable product development company

High business standards environment

Great company values and ethics

Flexibility and flat management structure

Learning opportunities and professional development (incl. related certifications, paid trainings & courses)

Remote work model

Feels like it’s a perfect match to you?

We look forward to your application! (please apply your English CV)

Auditdada is an equal opportunity employer that is committed to create diverse work environment free of discrimination and harassment. We make recruiting decisions based on your experience and skills.

Originally posted on Himalayas