Technical Support Specialist (L2/L3)

Remote, Worldwide

About the role:

Join Auditdata ’s Customer Care team, the front line of our global support operation. When a test system will not start or a booking flow breaks, patients wait. Our job is to stop that happening, and to put it right quickly when it does.

This is a hands-on technical role with a live ticket queue, combined with direct ownership of a small portfolio of named accounts. You will be both the person who solves the hardest tickets and the person the customer meets every week to talk about them.

What you will do:

Technical Resolution (2nd Line Support):

Respond to customer inquiries in line with SLAs, providing accurate product and service information

Troubleshoot and resolve customer-reported issues across software and hardware

Reproduce issues and document clear replication steps for engineering teams

Drive product escalations to Product Management, and work with Development and DevOps through to resolution

Handle customer hardware service requests in line with Auditdata procedures

Maintain accurate case records in Helpdesk/CRM, keeping customers informed throughout

Product Subject Matter Expertise:

Act as the recognized product expert for assigned Auditdata...