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 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)

Nice-to-haves:

Background in audiology, hearing diagnostics, or audiometry equipment

Experience working in a hearing clinic or audiology environment

Familiarity with audiometers, hearing test equipment, or hearing aid fitting workflows

Experience supporting medical devices, diagnostic equipment, or clinical systems

Key Traits:

Customer‑focused with a proactive problem‑solving mindset

Ability to explain complex technical concepts to non‑technical users

Strong collaboration and communication across technical and non‑technical teams

Ability to manage multiple technical cases in a fast‑paced support environment

Committed to continuous learning across all product layers and comfortable using AI tools to capture knowledge and improve team efficiency

Why Join Us?

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

Feels like it’s a perfect match to you?
We look forward to your application! (please submit your English CV)

Auditdata 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.

Technical Support Engineer (L2/L3)