Technical Support Specialist (L2/L3)

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