Act as a contact for escalated issues brought forth by the second line support engineers
Troubleshoot issues across Nobi’s full product stack: hardware, software, connectivity, Wi-Fi networks, VLANs, and API integrations
Ensure SLA compliance
Provide clear, empathetic communication to customers, installers, and care professionals
Guide customers/support engineers through solutions in a structured, reassuring way
Collaborate with the development team for complex technical escalations

5+ years of experience in a technical support or service engineering role
Strong analytical and problem-solving mindset; able to think creatively when data is incomplete
Excellent written and verbal communication skills in English
Deep understanding of networking (IP, DHCP, Wi-Fi, VLANs, VPN, bluetooth)
Familiarity with ticketing or CRM systems (e.g. Zendesk)
Very experienced with working in a Linux environment
Good knowledge of electrical wiring (3-way/4-way wall switches)

3rd Line Support Engineer

Key skills