Italian Technical Support Specialist II

• Take ownership of support cases from the moment they come in until they’re fully resolved
• Talk with users to understand what’s happening, gather details, and document everything in Salesforce
• Troubleshoot hardware, software, and connectivity issues. This includes sensors, cables, software installs, updates, licenses, and basic networking
• Host live remote sessions to reproduce issues, walk users through fixes, or collect evidence for deeper investigation
• Decide the right path forward, whether that’s resolving the issue remotely, sending replacement parts, or arranging an RMA or depot repair
• Escalate cases responsibly by providing clear notes, steps to reproduce, and the actions already taken
• Keep documentation clean, consistent, and aligned with medical device quality standards
• Contribute to internal knowledge articles so future cases are easier to handle

• C1/C2 Italian proficiency (CEFR or equivalent)
• Experience providing Italian Support
• At least 2 years of experience in technical support, helpdesk, or customer support involving hardware or software troubleshooting
• Strong communication skills and the ability to explain technical ideas in a simple way
• Solid understanding of Windows (drivers, Device Manager, services) and comfort with basic networking
• Experience documenting cases in a CRM like Salesforce
• Calm, patient, and confident when working directly with clinicians and biomeds
• Strong judgment when choosing between remote fixes, part replacements, or repair requests
• High attention to detail and the ability to follow documented procedures
• Curious, proactive, and eager to learn medical device workflows

Experience supporting medical, diagnostic, audiology, or similar devices

• Remote working arrangements
• Competitive base salary
• Comprehensive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams
• Access to free posture-based fitness workouts from home
• Training and professional development opportunities