Technical Support Engineer L2/L3 - Auditdata

Location: remote Poland

About the Role:

We are looking for a Technical Support Engineer with a strong hardware and instrumentation background to join our Customer Care team. In this role, you will directly support clinics, technicians, and partners using audiometers and diagnostic hearing instruments. You will troubleshoot hardware issues, diagnose system integrations, and guide customers through installation, configuration, and operation of audiology systems used in clinical environments. This role sits at the intersection of hardware, software, and clinical workflows. You will help ensure reliable performance of audiometry equipment and provide expert technical support that enables hearing care professionals to deliver accurate diagnostics. The ideal candidate has experience working with technical instruments, medical devices, or diagnostic equipment, and enjoys solving complex technical problems while engaging with customers and fellow service technicians . This role is particularly well suited for professionals with backgrounds such as: • Audiology Technician • Instrumentation Technician • Field Service Engineer (medical devices or diagnostics)

What You’ll Do:

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)

Required Skills & Qualifications:

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 me