Posted today · be early
Technical Support Specialist (L2/L3)
Auditdata
WorldwideremotePosted 1 day ago
Skill Required
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Key highlights
- Experience Level: At least 5 years in customer-facing technical support
- Support Level: 2nd or 3rd line support
- Language: Fluent written and verbal English
- Remote Work: Remote work model
- Coverage: APAC, European, and North American time zones
- Key Accountability: Ownership of named Enterprise accounts
Role overview
Auditdata is seeking a Technical Resolution (2nd Line Support) specialist to join the Customer Care team, acting as the front line of their global support operation. This hands-on technical role involves managing a live ticket queue while maintaining direct ownership of a small portfolio of named Enterprise accounts, serving as both a lead troubleshooter and a primary technical contact for weekly customer meetings.
Responsibilities
- Respond to customer inquiries in line with SLAs, providing accurate product and service information
- Troubleshoot and resolve customer-reported issues across software and hardware
- Reproduce issues and document clear replication steps for engineering teams
- Drive product escalations to Product Management, and work with Development and DevOps through to resolution
- Handle customer hardware service requests in line with Auditdata procedures
- Maintain accurate case records in Helpdesk/CRM, keeping customers informed throughout
- Act as the recognized product expert for assigned Auditdata Product, and the escalation point for Enterprise Customers
- Guide customers and partners through system setup and operation, including training and knowledge sharing
- Test new product releases, identify bugs, and brief the team and your accounts on customer impact
- Write and maintain Knowledge Base articles for internal and customer use, turning resolved tickets into reusable knowledge
- Own a defined area of the Knowledge Base: review on a regular cycle, retire outdated content, and update after releases and fixes
- Use ticket data to find gaps where recurring questions have no article behind them, and close them
- Peer-review 1st line contributions, and maintain internal runbooks, troubleshooting guides, and SOPs
- Own the support relationship for a defined portfolio of named Enterprise accounts as their primary technical contact, advocating for them internally across Support, Product, and Professional Services
- Lead weekly ticket review calls. Set the agenda, walk the customer through open ticket status, capture actions, and follow up to closure
- Produce customer-facing root cause analysis reports, status summaries, and process documents
- Set and manage expectations on timelines, workarounds, and roadmap items, escalating internally where commitments are at risk
- Build and maintain reports and dashboards in the Helpdesk/CRM platform for both internal review and customer meetings
- Analyze ticket data to identify recurring issues, volume drivers, and SLA risk, and feed customer feedback back into the product
Requirements
- At least 5 years in customer-facing technical support or a similar role, including hands-on 2nd or 3rd line support via phone, email, and remote tools
- Confident chairing recurring customer meetings independently
- Practical reporting skills in HelpDesk or other CRMs
- Working knowledge of SLA management support processes: incident, problem, and escalation management
- Demonstrated technical writing ability, with experience authoring Knowledge Base articles, runbooks, or support documentation (writing samples may be requested)
- Strong understanding of systems, processes, and support workflows
- Proven ability to troubleshoot cloud and SaaS software solutions (e.g. CRM, CMS, ERP)
- Fluent written and verbal English, strong enough to author customer-facing documentation and chair customer calls
- Willingness to work with customers across APAC, European, and North American time zones
- Strong customer orientation, willingness to assist and solve customer issues
- Proactive approach to problem-solving
- Strong prioritization skills, able to protect ticket work alongside fixed customer commitments
- Proven ability to quickly learn and understand complex technical topics
- Strong coordination and communication skills
- Strong ability to analyse technical data, isolate root causes, and implement structured solutions
Nice to have
- Knowledge of Audiometry (hearing aid fitting process) as well as clinical management process
- Experience working with embedded systems or medical/audiology equipment
- Experience supporting large or multi-site retail customers
Benefits
- Long-term, secure engagement in the stable product development company
- High business standards environment
- Great company values and ethics
- Flexibility and flat management structure
- Learning opportunities and professional development (incl. related certifications, paid trainings & courses)
- Remote work model
Additional details
- When a test system will not start or a booking flow breaks, patients wait. Our job is to stop that happening, and to put it right quickly when it does.
- Feels like it’s a perfect match to you? We look forward to your application!
- Please apply your English CV
- Auditdada is an equal opportunity employer that is committed to create diverse work environment free of discrimination and harassment. We make recruiting decisions based on your experience and skills.
- Originally posted on Himalayas