Provide expert technical support for audiometers and hearing diagnostic equipment
Troubleshoot and diagnose hardware, connectivity, and system integration issues involving audiometers, PCs, and clinical software
Guide customers through installation, configuration, and setup of audiology systems
Support clinics and partners during deployment, upgrades, and operational troubleshooting
Investigate and reproduce customer-reported issues to determine root cause, develop targeted troubleshooting steps, and classify failures by domain — software, hardware, firmware, or transducer — before escalating to the appropriate team.
Maintain full technical mastery across all audiometer domains — software, hardware, firmware, and transducers — to independently diagnose and resolve issues at every level
Work closely with engineering and product teams, escalating confirmed root causes via structured defect reports covering software/firmware versions, hardware data, and transducer specs
Document troubleshooting procedures and use AI tools to maintain the knowledge base, converting resolved cases into searchable articles and guided troubleshooting flows
Provide remote technical support via phone, email, and remote diagnostic tools
Assist with testing of new instrument integrations, firmware updates, and product releases
Ensure timely resolution of customer cases according to service level agreements (SLAs)

3+ years of experience in technical support, service technician, or field service roles
Strong hardware troubleshooting and diagnostics experience
Experience supporting technical equipment, instrumentation, or medical devices
Comfortable troubleshooting both hardware and software in integrated clinical systems
Ability to diagnose issues involving drivers, connectivity, firmware, and software interaction
Experience supporting customers directly via phone, remote tools, or onsite technical assistance
Strong analytical and problem-solving skills with a structured troubleshooting approach, including root cause documentation suitable for engineering teams
Full product knowledge across audiometer software, hardware, firmware, and transducers — or commitment to achieve mastery within 6 months
Comfortably use AI tools to build, update, and improve the support knowledge base
Fluent English communication skills (written and verbal)

Long-term engagement in a stable, growing SaaS company
Remote-first, async-friendly
Flexible environment with a flat organizational structure
High product standards
Work with innovative hearing diagnostics technology used by clinics and professionals worldwide, solving real technical challenges that impact healthcare delivery
Professional development opportunities, including certification support
Global, diverse, and highly skilled team across Denmark, Ukraine, UK, Poland, Canada, Australia, USA, and more

Technical Support Engineer – L2/L3

Key skills