Customer Support Engineer

THE ROLE

We are looking for a hands-on, technically curious Customer Support Engineer to join our global support team.

In this renewed set-up, the focus of the role is on 2nd line support, while all team members are also able and willing to handle 1st line activities when needed. Together, the team shares responsibility for ticket triage, troubleshooting, and follow-up. 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.

This role is based in the UK and fully remote.

Fluency in English is required.

KEY RESPONSIBILITIES

Technical Support & Troubleshooting

• Act as first point of contact and 2nd line escalation for all technical support inquiries.

• Perform initial triage of incoming tickets, supported by automated regional routing.

• Troubleshoot issues across Nobi’s full product stack: hardware, software, connectivity, Wi-Fi networks, VLANs, and cloud integrations.

• Analyse data captured by the Nobi light when investigating incidents, building creative and evidence-based conclusions.

• Ensure SLA compliance, including first response within 1 hour during service windows.

Customer & Partner Interaction

• Provide clear, empathetic communication to customers, installers, and care professionals.

• Guide customers through solutions in a structured, reassuring way — especially during high-impact situations (e.g., emergency calls).

• Support & liaise with Implementation and Customer Success teams for a seamless customer experience.

Process & Collaboration

• Maintain accurate documentation, ticket notes, and internal knowledge base entries.

• Contribute to continuous improvement of workflows in a global support operating model.

• Collaborate with 3rd line engineering for complex technical escalations.

• Participate in on-site training, currently organised regularly at our Antwerp office.

On-Call Duties

• Participate in a rotating emergency on-call schedule (evenings, nights, early mornings, weekends).

• Handle urgent alerts and ensure appropriate follow-up depending on customer needs.

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, including strong phone communication skills, as a phone support service is being set up.

• Calm, customer-oriented approach — especially in stressful situations.

• Solid understanding of networking fundamentals (IP, DHCP, Wi-Fi, VLANs, VPN).

• Familiarity with ticketing or CRM systems (e.g. Zendesk).

• Strong organisational skills and attention to detail in documentation.

• Ability to collaborate across departments and work in a global support structure.

• A willingness to continuously learn and improve.

Experience

• 3+ 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

• Hands-on training and continuous learning opportunities.

• Competitive salary and benefits package aligned with UK standards