Welcome to Natus Sensory India
We are continuing to grow our business in India and are now looking to expand our team there. Be part of this exciting journey right from the start!
Natus Sensory India are a leading manufacturer of medical devices and software for a range of solutions, including eight sensory nervous systems. Our mission is to improve patient outcomes in target markets through innovative screening, diagnostic and treatment solutions. We manufacture and distribute a range of medical device products used in the diagnosis of human disorders of sensory system and neural pathways.
Role: Technical Support Technician
Place: India, Bengaluru
The English 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 Newborn Care, 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 English 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
Compensation and Benefits: Along with a competitive salary and performance-based incentives, we offer a comprehensive benefits package starting from day one, including medical insurance coverage for employees and their families, gratuity as per statutory norms, and paid time off in accordance with applicable labor laws.
Join Natus Sensory today. Confidence in every Sense.
We offer:
- The role will start as a work-from-home remote position but will turn into a physical presence in an office role in Bangalore.
- 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.
