THE ROLE
We are looking for a hands-on, technically curious
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).
* Familiarity with ticketing or CRM systems (e.g. Zendesk).
* Very experienced with working in a Linux environment
* Be able to interpret different Linux system log files
* Good knowledge of electrical wiring (3-way/4-way wall switches)
* 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
* 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)
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