SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Auditdata is seeking a Technical Support Specialist (L2/L3) to join its Customer Care team. This is a hands-on technical role combining live ticket queue management with direct ownership of a portfolio of named enterprise accounts. You will serve as both the resolver of the hardest technical tickets and the primary technical contact for key customers, leading weekly ticket review calls and building long-term support relationships.
Key Responsibilities:
Technical Resolution: Respond to customer inquiries within SLAs, troubleshoot and resolve issues across software and hardware, reproduce issues and document replication steps for engineering teams, drive product escalations to Product Management, handle customer hardware service requests, and maintain accurate case records in the helpdesk/CRM system.
Product Subject Matter Expertise: Act as the recognized product expert for assigned Auditdata products 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.
Knowledge Base Building: Write and maintain Knowledge Base articles for internal and customer use. Own a defined area of the Knowledge Base, reviewing on a regular cycle, retiring outdated content, and updating after releases. Use ticket data to identify gaps where recurring questions lack supporting articles. Peer-review first-line contributions and maintain internal runbooks, troubleshooting guides, and SOPs.
Customer Engagement and Reporting: Own the support relationship for a defined portfolio of named enterprise accounts as their primary technical contact, advocating for them internally. Lead weekly ticket review calls, setting agendas and walking customers through open ticket status. Produce customer-facing root cause analysis reports, status summaries, and process documents. Set and manage expectations on timelines, workarounds, and roadmap items. Build and maintain reports and dashboards for both internal review and customer meetings. Analyze ticket data to identify recurring issues, volume drivers, and SLA risk, feeding customer feedback back into the product.
Key Traits: Strong customer orientation, proactive problem-solving approach, strong prioritization skills, ability to quickly learn complex technical topics, strong coordination and communication skills, and ability to analyze technical data and implement structured solutions.
Requirements:
- At least 5 years in customer-facing technical support or 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
Plus (not required):
- Knowledge of Audiometry (hearing aid fitting process) and clinical management process
- Experience working with embedded systems or medical/audiology equipment
- Experience supporting large or multi-site retail customers
