Remote Senior 3rd-Line Support Engineer (IoT & Networking)

Nobi
Royal Leamington Spa
5 hours ago
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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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