Technical Support Specialist

We’re hiring a German Bilingual Technical Support Specialist II to support clinicians, biomedical engineers, and international partners using specialized medical devices for hearing assessment, balance testing, and newborn care.

You will serve as the primary point of contact for technical inquiries, guiding users through troubleshooting, system setup, maintenance, and repair coordination. Support is delivered through phone, email, and remote sessions.

This role suits someone who thrives in a regulated healthcare environment, values precision, and can communicate complex technical concepts with clarity and confidence.

What You’ll Do:

• Own support cases end-to-end, ensuring timely and complete resolution
• Communicate with healthcare professionals to gather detailed issue descriptions and document cases accurately in Salesforce
• Troubleshoot hardware and software issues, including sensors, patient interface devices, system configurations, and connectivity
• Conduct live remote sessions to diagnose, resolve, or escalate technical issues
• Determine appropriate solutions such as remote fixes, replacement components, or repair services (RMA/depot)
• Escalate complex issues with clear documentation, replication steps, and prior actions taken
• Maintain accurate records aligned with medical device compliance and quality standards
• Contribute to internal knowledge bases to improve support efficiency and consistency\

What We Expect From You:

• C1/C2 German proficiency (CEFR or equivalent)
• Proven experience providing technical support in German
• At least 2 years of experience in technical support (hardware/software troubleshooting)
• Strong communication skills with the ability to simplify technical concepts
• Working knowledge of Windows environments (drivers, services, device management) and basic networking
• Experience using CRM systems such as Salesforce
• Ability to work confidently with clinicians and biomedical professionals
• Strong decision-making skills in determining appropriate resolutions
• High attention to detail and adherence to structured processes
• Proactive mindset and willingness to learn medical device technologies
• Nice to Have: Experience supporting diagnostic, audiology, neuro, or hospital-based equipment