Act as first point of contact and 2nd line escalation for technical support inquiries
Perform initial triage of incoming tickets, supported by automated regional routing
Troubleshoot issues across Nobi’s full product stack: hardware, software, connectivity, Wi-Fi networks, VLANs, and cloud integrations
Analyse data captured by the Nobi light when investigating incidents
Ensure SLA compliance, including first response within 1 hour during service windows
Provide clear, empathetic communication to customers, installers, and care professionals
Guide customers through solutions in a structured way, especially during high-impact situations
Support & liaise with Implementation and Customer Success teams for a seamless customer experience
Maintain accurate documentation, ticket notes, and internal knowledge base entries
Collaborate with 3rd line engineering for complex technical escalations
Participate in a rotating emergency on-call schedule

3+ years of experience in a technical support or service engineering role
Strong analytical and problem-solving mindset
Excellent written and verbal communication skills in English
Solid understanding of networking fundamentals (IP, DHCP, Wi-Fi, VLANs, VPN)
Familiarity with ticketing or CRM systems (e.g. Zendesk)
Strong organisational skills and attention to detail in documentation
Ability to collaborate across departments and work in a global support structure
A willingness to continuously learn and improve

Customer Support Engineer

Key skills