{"id":1897556,"url":"https://alion.io/job/auditdata-technical-support-specialist-l2l3","title":"Technical Support Specialist (L2/L3)","company":{"id":671005,"name":"Auditdata","domain":"auditdata.com","url":"https://alion.io/company/auditdata","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Recruitee","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"US time zones","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":["PH"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":14500,"max_usd":37000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":538},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-05T07:27:15Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-07T01:16:17Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"About the role:\nJoin 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.\nThis 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.\nWhat you will do:\nTechnical Resolution (2nd Line Support):\nRespond to customer inquiries in line with SLAs, providing accurate product and service information\n\nTroubleshoot and resolve customer-reported issues across software and hardware\n\nReproduce issues and document clear replication steps for engineering teams\n\nDrive product escalations to Product Management, and work with Development and DevOps through to resolution\n\nHandle customer hardware service requests in line with Auditdata procedures\n\nMaintain accurate case records in Helpdesk/CRM, keeping customers informed throughout\n\nProduct Subject Matter Expertise:\nAct as the recognized product expert for assigned Auditdata Product, and the escalation point for Enterprise Customers\n\nGuide customers and partners through system setup and operation, including training and knowledge sharing\n\nTest new product releases, identify bugs, and brief the team and your accounts on customer impact\n\nKnowledge Base Building and Maintenance:\nWrite and maintain Knowledge Base articles for internal and customer use, turning resolved tickets into reusable knowledge.\n\nOwn a defined area of the Knowledge Base: review on a regular cycle, retire outdated content, and update after releases and fixes\n\nUse ticket data to find gaps where recurring questions have no article behind them, and close them\n\nPeer-review 1st line contributions, and maintain internal runbooks, troubleshooting guides, and SOPs\n\nCustomer Engagement and Reporting:\nOwn 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\n\nLead weekly ticket review calls. Set the agenda, walk the customer through open ticket status, capture actions, and follow up to closure\n\nProduce customer-facing root cause analysis reports, status summaries, and process documents\n\nSet and manage expectations on timelines, workarounds, and roadmap items, escalating internally where commitments are at risk\n\nBuild and maintain reports and dashboards in the Helpdesk/CRM platform for both internal review and customer meetings\n\nAnalyze ticket data to identify recurring issues, volume drivers, and SLA risk, and feed customer feedback back into the product\n\nKey Skills and Qualifications:\nAt 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\n\nPractical reporting skills in HelpDesk or other CRMs.\n\nWorking knowledge of SLA management support processes: incident, problem, and escalation management\n\nDemonstrated technical writing ability, with experience authoring Knowledge Base articles, runbooks, or support documentation (writing samples may be requested)\n\nStrong understanding of systems, processes, and support workflows\n\nProven ability to troubleshoot cloud and SaaS software solutions (e.g. CRM, CMS, ERP)\n\nFluent written and verbal English, strong enough to author customer-facing documentation and chair customer calls\n\nWillingness to work with customers across APAC, European, and North American time zones\n\nWill be a plus:\nKnowledge of Audiometry (hearing aid fitting process) as well as clinical management process\n\nExperience working with embedded systems or medical/audiology equipment is a plus\n\nExperience supporting large or multi-site retail customers\n\nKey traits:\nStrong customer orientation, willingness to assist and solve customer issues\n\nProactive approach to problem-solving\n\nStrong prioritization skills, able to protect ticket work alongside fixed customer commitments\n\nProven ability to quickly learn and understand complex technical topics\n\nStrong coordination and communication skills\n\nStrong ability to analyse technical data, isolate root causes, and implement structured solutions.\n\nWhat’s in it for you:\nLong-term, secure engagement in the stable product development company\n\nHigh business standards environment\n\nGreat company values and ethics\n\nFlexibility and flat management structure\n\nLearning opportunities and professional development (incl. related certifications, paid trainings & courses)\n\nRemote work model\n\nFeels like it’s a perfect match to you?\nWe look forward to your application! (please apply your English CV)\nAuditdada 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.","description_format":"text","description_chars":5063,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Professional development"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Professional Services","Security Compliance"],"lifecycle":[{"event":"open","at":"2026-10-05T09:04:19Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":28,"reasons":["conf:0","win:early"],"computed_at":"2026-10-06T05:45:30Z"},"pay":null,"html_url":"https://alion.io/job/auditdata-technical-support-specialist-l2l3","json_url":"https://alion.io/job/auditdata-technical-support-specialist-l2l3.json","meta":{"generated_at":"2026-10-07T03:03:35Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4481,"day_limit":5000,"remaining_today":519,"minute_limit":60,"resets_at":"2026-10-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":671005},"rest":"https://alion.io/mcp/rest/get_company?id=671005"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fauditdata-technical-support-specialist-l2l3"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fauditdata-technical-support-specialist-l2l3"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fauditdata-technical-support-specialist-l2l3"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/auditdata-technical-support-specialist-l2l3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fauditdata-technical-support-specialist-l2l3"}]}