Technical Support Engineer (L2/L3)

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 en