Remote opportunity at
AuditdataTechnical Support Specialist (L2/L3)
Auditdata seeks a Technical Support Specialist (L2/L3) to join its global Customer Care team on a remote basis. In this position, the specialist acts as a…
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About This Role
Auditdata seeks a Technical Support Specialist (L2/L3) to join its global Customer Care team on a remote basis. In this position, the specialist acts as a frontline defender for critical test systems, resolving software and hardware issues quickly to minimize downtime for patients. This hands-on role combines daily queue management with direct ownership of a small portfolio of enterprise accounts, making it well-suited for a professional who thrives on both…
Job Description
Auditdata seeks a Technical Support Specialist (L2/L3) to join its global Customer Care team on a remote basis. In this position, the specialist acts as a frontline defender for critical test systems, resolving software and hardware issues quickly to minimize downtime for patients. This hands-on role combines daily queue management with direct ownership of a small portfolio of enterprise accounts, making it well-suited for a professional who thrives on both deep technical troubleshooting and direct customer communication.
The person in this role will handle second-line technical resolution, serve as a product subject matter expert, maintain and build knowledge base articles, and drive customer engagement through weekly status meetings and data reporting. Auditdata operates as a stable product development company known for high business standards, a flat management structure, and ethical values. Team members benefit from a fully remote work model, professional development opportunities including paid training and certifications, and a commitment to equal employment opportunity.
Responsibilities
- Manage and respond to customer inquiries and technical issues through a live ticket queue in accordance with established SLAs
- Troubleshoot, reproduce, and resolve software and hardware problems, documenting clear replication steps for the engineering department
- Coordinate product escalations with Product Management, Development, and DevOps teams
- Maintain precise case records inside the Helpdesk or CRM platform
- Act as the primary technical contact and support relationship owner for a defined portfolio of enterprise accounts
- Lead weekly ticket review calls with named accounts to discuss open statuses and action items
- Produce customer-facing root cause analysis reports, process documents, and status summaries
- Write, review, and maintain internal and external Knowledge Base articles, runbooks, and SOPs
- Test new product releases, identify bugs, and communicate impacts to accounts and the internal team
Requirements
- Minimum of 5 years of experience in customer-facing technical support or a closely related role, including hands-on second or third-line support via remote tools, email, and phone
- Demonstrated ability to independently chair recurring customer meetings
- Practical reporting experience using a HelpDesk platform or other CRM
- Working knowledge of SLA management support processes covering incident, problem, and escalation management
- Proven technical writing capability demonstrated through authored runbooks, support documentation, or Knowledge Base articles
- Solid understanding of support workflows, processes, and systems
- Demonstrated experience troubleshooting SaaS and cloud software solutions such as ERP, CMS, or CRM
- Fluent written and verbal English communication skills
- Willingness to collaborate with customers across North American, European, and APAC time zones
Qualifications
- Familiarity with audiometry or the hearing aid fitting process
- Knowledge of clinical management processes
- Experience working with medical or audiology equipment, or embedded systems
- Prior experience supporting multi-site or large retail customers
Core Skills
Benefits
- Long-term, secure engagement within a stable product development company
- Remote work model
- Professional development opportunities including related certifications, paid training, and courses
- Flat management structure
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, this role features a remote work model with expectations to collaborate across North American, European, and APAC time zones.
What is the employment type?
The posting states that this is a long-term, secure engagement operating as a full-time position.
What experience is required to apply?
Candidates must have at least 5 years of experience in customer-facing technical support or a similar role, including hands-on 2nd or 3rd line support via phone, email, and remote tools.
What salary does Auditdata offer for this role?
The salary is not stated in the job posting.
How should I apply?
Applicants are instructed to submit an English CV.
Sample Interview Questions
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