Technical Support Specialist (L2/L3)

Auditdata; Philippines; Remote; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Remote work model

Professional development

Paid trainings

Job summary

Auditdata’s Customer Care team is the frontline of our global support operation. This hands-on 2nd/3rd line role combines live ticket work with ownership of a small portfolio of named accounts.

You will be both the problem solver for the toughest tickets and the regular face customers meet weekly. You will drive escalations, contribute to the knowledge base, and produce reports while coordinating with Product, Development, and DevOps.

Qualifications

• 5+ years in customer-facing technical support or a similar role.
• Hands-on 2nd/3rd line support via phone, email, and remote tools.
• Able to chair recurring customer meetings independently.
• Experience authoring Knowledge Base articles and runbooks.
• Fluent written and verbal English.
• Willingness to work across APAC, Europe, and North American time zones.

Responsibilities

• Respond to inquiries within SLAs with accurate product information.
• Troubleshoot software and hardware issues and document steps.
• Reproduce issues and provide replication steps for engineering.
• Drive escalations with Product Management, Development and DevOps.
• Handle customer hardware service requests per procedures.
• Maintain case records and keep customers informed throughout.
• Own portfolio of named Enterprise accounts as the primary contact.
• Produce customer-facing root cause analyses and status reports.
• Build reports and dashboards in Helpdesk/CRM and analyze ticket data.

Skills

Customer-facing support

2nd/3rd line support

English communication

SLA management

Technical writing

Troubleshooting

Root cause analysis

Ticket management

Tools

HelpDesk

CRM

Runbooks

SOPs

Knowledge Base

Job description

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 Product, 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 and Maintenance:

• Write and maintain Knowledge Base articles for internal and customer use, turning resolved tickets into reusable knowledge.
• Own a defined area of the Knowledge Base: review on a regular cycle, retire outdated content, and update after releases and fixes
• Use ticket data to find gaps where recurring questions have no article behind them, and close them
• Peer-review 1st 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 across Support, Product, and Professional Services
• Lead weekly ticket review calls. Set the agenda, walk the customer through open ticket status, capture actions, and follow up to closure
• Produce customer-facing root cause analysis reports, status summaries, and process documents
• Set and manage expectations on timelines, workarounds, and roadmap items, escalating internally where commitments are at risk
• Build and maintain reports and dashboards in the Helpdesk/CRM platform for both internal review and customer meetings
• Analyze ticket data to identify recurring issues, volume drivers, and SLA risk, and feed customer feedback back into the product

Key Skills and Qualifications:

• At least 5 years in customer-facing technical support or a 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

Will be a plus:

• Knowledge of Audiometry (hearing aid fitting process) as well as clinical management process
• Experience working with embedded systems or medical/audiology equipment is a plus
• Experience supporting large or multi-site retail customers

Key traits:

• Strong customer orientation, willingness to assist and solve customer issues
• Proactive approach to problem-solving
• Strong prioritization skills, able to protect ticket work alongside fixed customer commitments
• Proven ability to quickly learn and understand complex technical topics
• Strong coordination and communication skills
• Strong ability to analyse technical data, isolate root causes, and implement structured solutions.

What’s in it for you:

• Long-term, secure engagement in the stable product development company
• High business standards environment
• Great company values and ethics
• Flexibility and flat management structure
• Learning opportunities and professional development (incl. related certifications, paid trainings & courses)
• Remote work model

Auditdada 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.