THE ROLE
We are looking for a hands-on, technically curious
3rd line Customer Support Engineer
to join our global support team.
You will play a critical role in ensuring smooth operation of Nobi installations across Europe, UK and US.
You’ll be the calm, solution-driven expert customers can rely on — someone who enjoys diving into technical challenges, uncovering root causes, and communicating clearly and empathetically.
Fluency in English is required.
Key Responsibilities
Technical Support & Troubleshooting
- Act as a contact for escalated issues brought forth by the second line support engineers.
- Troubleshoot issues across Nobi’s full product stack: hardware, software, connectivity, Wi-Fi networks, VLANs, and API integrations.
- Analyse data captured by the Nobi light when investigating incidents, building creative and evidence-based conclusions.
- Ensure SLA compliance.
Customer & Partner Interaction
- Provide clear, empathetic communication to customers, installers, and care professionals.
- Guide customers/support engineers through solutions in a structured, reassuring way — especially during high-impact situations (e.g., emergency calls or missed-fall reports).
- Communicate in a structured way with the development team.
- Liaison with 3rd party vendors/ integrators.
Process & Collaboration
- Contribute to continuous improvement of workflows in a global support operating model.
- Collaborate with the development team for complex technical escalations.
- Participate in on-site training, currently organised regularly at our Antwerp office.
- Coaching and upscaling of second line support engineers.
Qualifications
Skills & Competencies
- Strong analytical and problem-solving mindset; able to think creatively when data is incomplete.
- Excellent written and verbal communication skills in English.
- Calm, customer-oriented approach — especially in stressful situations.
- Deep understanding of networking (IP, DHCP, Wi-Fi, VLANs, VPN, bluetooth).
Experience
- 5+ years of experience in a technical support or service engineering role.
- Experience with IoT, smart devices, connected platforms, or healthcare technology is a plus.
- Familiarity with cloud-based platforms and hardware–software ecosystems.
- Exposure to customer-facing incident handling or escalation workflows is an advantage.
OFFER
- A meaningful role at an ambitious global scale-up improving lives through technology.
- A dynamic and supportive international team across Europe, the UK, and the US.
- Remote work (Hybrid if located in Belgium)
- Hands-on training and continuous learning opportunities.
- Competitive salary and benefits package aligned with standards.
- Yearly on site training (Antwerp, Belgium)
