Technical Support Engineer – L2/L3

🕒 March 25

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Auditdata

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1992

⚕️ Healthcare Insurance

📡 Telecommunications

💰 Venture Round on 2016-07

Healthcare Insurance • Software • Telecommunications

Auditdata is a cloud-based, data-driven practice management software company specializing in solutions for audiology practices. Their offerings include practice management software that optimizes workflows, integrated audiological testing equipment, and screening tools for improved patient care. Auditdata's technology enhances the patient experience at every stage from screening to fitting and aftercare, ensuring efficiency and high-quality service delivery.

📋 Description

• 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)

🎯 Requirements

• 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)

🏖️ Benefits

• 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