Technical Support Specialist

Description

Summary: Join a global team as a Technical Support Specialist, providing crucial technical support for advanced sleep diagnostic hardware and software to improve lives. Highlights: 1. Provide technical support for advanced sleep diagnostic solutions globally 2. Collaborate with Product and Development teams on complex issues 3. Contribute to knowledge base and user documentation At Nox, we design and build advanced sleep diagnostic solutions that help improve lives through better sleep. Our technology is trusted by professionals around the world, and we take pride in delivering exceptional quality, innovation, and care to our customers. We are now looking for a Technical Support Specialist to join our growing team in Portugal. This role is vital to ensure that our customers receive the best possible experience when using Nox Medical’s hardware and software. You’ll be part of a collaborative, global team dedicated to helping people sleep better. ### **Your Role** As a Technical Support Specialist, you will: * Provide technical support via phone and email to Nox Medical customers using our diagnostic hardware and software. * Communicate clearly and effectively with customers to resolve technical issues and provide guidance. * Investigate and document product performance, technical issues, and failure information. * Manage and document customer complaints, ensuring proper follow\-up and resolution. * Collaborate with the Product and Development teams to escalate and resolve complex (3rd\-level) support cases. * Contribute to the creation of user instructions, knowledge base articles, and other supporting material for Nox products. * Apply strong technical troubleshooting skills to diagnose and resolve hardware and software issues efficiently and independently. **Who You Are** We’re looking for someone with a service mindset, technical curiosity, and strong communication skills who thrives in a collaborative environment. **Qualifications \& Skills** * Education in technology or equivalent work experience. * Experience working in a regulated environment is preferred. * Excellent verbal and written communication skills in English. * Proficiency with computers, technology, and cloud services (e.g., AWS). * Proven service attitude and a solution\-oriented mindset. * Experience in customer service or technical support roles. * Strong technical troubleshooting skills with the ability to diagnose and resolve complex hardware and software issues. Strong team player with the ability to work independently when required. * ### **Additional Details** * **Shift Hours:** This position operates within a 24/7 global support framework. Candidates must be available to work one of the following shift patterns: * Afternoon/Evening Shift: 14:00 – 23:00 * Night Shift: 21:00 – 06:00 Participation in an on\-call rotation is also required to support our global customer base. **Location:** Portugal (hybrid or remote flexibility). **Why Join Nox?** At Nox, you’ll be part of a mission\-driven company focused on improving lives through science and innovation in sleep medicine. You’ll work with a team that values collaboration, integrity, and continuous learning, in an environment that encourages both professional and personal growth.