Act as first point of contact and 2nd line escalation for all 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, building creative and evidence-based conclusions.
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, reassuring way — especially during high-impact situations.
Collaborate with 3rd line engineering for complex technical escalations.
Participate in on-site training, currently organised regularly at our Antwerp office.
Participate in a rotating emergency on-call schedule (evenings, nights, early mornings, weekends).

3+ 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, including strong phone communication skills.
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.
Familiarity with IoT, smart devices, connected platforms, or healthcare technology is a plus.
Ability to collaborate across departments and work in a global support structure.
A willingness to continuously learn and improve.
Fluency in Dutch and English is required.

A meaningful role at an ambitious global scale-up improving lives through technology.
A dynamic and supportive international team across Europe, the UK, and the US.
Remote work
Hands-on training and continuous learning opportunities.

Customer Support Engineer

Key skills