Customer Support Engineer

Customer Support Engineer

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

• 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

Process & Collaboration

On‑Call Duties

Qualifications

Skills & Competencies

Experience

Offer

Nobi combines optical care sensors and artificial intelligence in a stylish, life‑saving light that fits seamlessly into any interior. Nobi empowers elderly to live longer. In care facilities, it supports busy caregivers by taking over repetitive, administrative tasks and summarizing important parameters in one easy form.

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