Support Engineer

Staefa, Switzerland

Support Engineer

This position offers the opportunity to work within an agile, international team of engineers dedicated to developing sustainable software platforms and fitting applications used by healthcare professionals around the world. In this role as a 2nd level support engineer, you will support Sonova’s 1st-level teams and international healthcare professionals by providing technical guidance and ensuring effective use of our products and software.

Responsibilities:

• Provide friendly and competent technical support to 1st-level teams and healthcare professionals
• Analyze and troubleshoot technical issues reported by 1st-level support and customers
• Reproduce reported issues in the test environment in collaboration with the software verification team
• Escalate cases through the 3rd-level support process and work closely with software engineers
• Partner with IT and Production support teams to identify and resolve cross-functional issues
• Document issues, solutions, and progress in the appropriate tracking systems
• Share market and group company feedback with marketing and product management to support continuous product improvement

More about you:

• Experience supporting PC desktop applications, mobile apps, and Bluetooth-enabled products
• Strong knowledge of Microsoft technologies, Windows operating systems, and mobile operating systems
• Ability to read and interpret log files with strong analytical skills to identify root causes
• A proactive, solution-oriented mindset with the ability to work independently
• A collaborative team player with strong communication and interpersonal skills
• Patient, professional, and committed to delivering high-quality support
• Fluent in English and German; additional languages are an advantage

What we offer:

As one of the world’s leading hearing care providers headquartered in Switzerland, we’re committed to building an inclusive culture. We want to create an environment where you can balance a successful career with your commitments and interests outside of work, through our flexible hybrid working model. We offer a wide range of training opportunities for both your professional and personal development, and there are exceptional growth opportunities with individual development plans.