Support Engineer

About Nobi

Meet Nobi, a fast-growing AgeTech scale-up on a mission to help senior citizens live with dignity, independence, and peace of mind. Our award-winning smart light detects and helps prevent falls, supports caregivers with immediate insights, and blends cutting-edge technology with warm, human-centered design.

As we continue our expansion across Europe and the US, we are strengthening our global Support organisation — empowering customers, partners, and care teams with fast, high-quality assistance whenever they need it.

The Role

We are looking for a hands-on, technically curious Support Engineer to join our global support team.
In this renewed set-up, the focus of the role is on 2nd line support , while all team members are also able and willing to handle 1st line activities when needed. Together, the team shares responsibility for ticket triage, troubleshooting, and follow-up. You will play a critical role in ensuring smooth operation of Nobi installations across the US, Europe, and the UK..

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.

This role is based in the United States. Preferred location is the West Coast (fully remote), but candidates located near Houston, Texas, may work in a hybrid model from our local office.

Fluency in English is required.

If you enjoy working in a lean, fast-moving environment where you can take real ownership of your work, you’ll feel at home here.

We value people who are practical, proactive, and comfortable solving problems without layers of process.

Key Responsibilities

Technical Support & Troubleshooting

• Act as first point of contact and 2nd line escalation for all technical support inquiries.
• Perform initial triage of incoming tickets, supported by automated regional routing.
• Troubleshoot issues across Nobi’s full product stack: hardware, software, connectivity, Wi-Fi networks, VLANs, and cloud integrations.
• Analyse data captured by the Nobi light when investigating incidents (e.g., “missed fall” reports), building creative and evidence-based conclusions.
• Ensure SLA compliance, including first response within 1 hour during service windows.
• Take ownership of incidents from start to finish, ensuring clear follow-up and consistent communication.

Customer & Partner Interaction

• Provide clear, empathetic communication to customers, installers, and care professionals.
• Guide customers through solutions in a structured, reassuring way — especially during high-impact situations (e.g., emergency calls or missed-fall reports).
• Support & liaise with Implementation and Customer Success teams for a seamless customer experience.
• Represent Nobi’s technical voice in the US market, helping customers feel supported and confident in our technology.

Process & Collaboration

• Maintain accurate documentation, ticket notes, and internal knowledge base entries.
• Contribute to continuous improvement of workflows in a global support operating model.
• Collaborate with 3rd line engineering for complex technical escalations.
• Participate in remote or on-site training; US-based training may be provided virtually or at partner locations.
• Share insights from the field with Product and Engineering to help improve reliability and user experience.

On-Call Duties

• Participate in a rotating emergency on-call schedule (evenings, nights, early mornings, weekends).
• Handle urgent alerts and ensure appropriate follow-up depending on customer needs.

What You Bring (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 , including strong phone communication skills , as a phone support service is being set up.
• Calm, customer-oriented approach — especially in stressful situations.
• Solid understanding of networking fundamentals (IP, DHCP, Wi-Fi, VLANs, VPN).
• Familiarity with ticketing or CRM systems (e.g. Zendesk).
• 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.
• Comfort working autonomously in a remote environment and taking initiative when processes are still evolving.

Experience

• 3+ 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.
• Experience in a startup or scale-up environment is a plus, but not required.

What Nobi Offers You

• 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.
• A fully remote position for US West Coast candidates, or a hybrid option for candidates based near Houston, TX.
• Hands-on training and continuous learning opportunities.
• A culture built on trust, ownership, and transparency — no unnecessary bureaucracy.
• Competitive US salary and benefits package.