Job Description

FOR MORE THAN 80 YEARS, Natus has been committed to serving the varying needs of clinicians, delivering the highest-quality solutions to raise the standard of care for patients everywhere.

Our comprehensive diagnostic and therapeutic sensory solutions are designed to simplify workflows for sensory specialists, ensuring care teams have the right instrumentation to give patients the right support — and greater peace of mind.

Role: Technical Support Technician (Italian speaking)

Place: Romania (100% remote)

Role Purpose

The Italian speaking Technical Support Technician provides customer-facing technical support through phone, email and web channels and acts as the primary point of contact for technical support for our customers and distribution partners in an assigned market or region. The role includes technical troubleshooting, case ownership, remote installations and maintenance of technical and customer data.

As part of one global Technical Support team in Otometrics / Hearing & Balance, the technician also supports colleagues and customer across other markets through shared technical expertise and cross-coverage.

Key Responsibilities

• Provide technical support via hotline, email and web
• Act as primary Technical Support contact for the assigned market / region
• Diagnose and resolve technical issues and manage cases through resolution or escalation
• Perform remote installations, configurations and technical assistance
• Maintain accurate customer, product and technical data in Salesforce and other systems
• Support colleagues globally with technical expertise, troubleshooting and cross-coverage
• Contribute to technical knowledge, documentation and continuous improvement
• Work closely with Field Service, Workshop, R&D, Sales and other internal functions
• Identify recurring technical issues and support root-causes analysis
• Contribute to the continuous improvement of AI-supported Technical Support tools and solutions
• Maintain professional, polite and structured customer interaction at all times

Required Qualifications & Experience

• Technical education or degree in electronics, electrical engineering, mechatronics, medical technology, biomedical engineering, IT/technical systems, or a comparable discipline
• Experience in Technical Support, Field Service, Engineering or a similar technical environment
• Strong analytical and troubleshooting skills
• Experience in a customer-facing hotline/support environment is an advantage
• Ability to understand technical systems and identify root causes.
• Experience working with CRM/service management systems; Salesforce experience is a plus
• Basic SQL knowledge and confidence working with data and digital systems
• Strong written and verbal communication skills
• Fluent Italian required
• Local market language required where applicable
• Additional European languages are an advantage for global support roles

Personal Profile

We are looking for someone who:

• enjoys solving technical problems
• likes working directly with customers
• takes ownership rather than simply forwarding cases
• communicates confidently, professionally and respectfully with customers
• works in a structured and data-driven way
• can explain complex technical topics clearly
• collaborates effectively across functions and countries
• is comfortable learning new products and technologies
• contributes knowledge to the wider team
• can work independently while being a strong team player
• takes initiative and continuously looks for better solutions

Join Natus Sensory today. Confidence in every Sense.

We offer:

• The role is 100% work-from-home remote position in Romania.
• Minimal travelling: less than 5%
• Collaborative and international environment with different cultures.
• English company language.
• Full ownership of testing of features and functionality.

EEO Statement

Natus Sensory is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.