Jabra Support Engineer, Tier 2

You will be responsible for resolving technical escalations from Tier 1 support, consulting with the Tier 3 support team on tickets, and escalating those tickets to Tier 3 when applicable. While the ticket resides in Tier 2, owns all communication with internal and external stakeholders.

Key responsibilities:

Resolve technical issues escalated by Tier 1 Support

Reproduce, and resolve as many issues as possible and conduct sparring with Tier 3 colleagues when applicable

Maintain a high level of technical expertise in audio and video technology and associated IT infrastructure

Keep up-to-date with prominent applications for Unified Communications and meeting spaces like Microsoft Teams Rooms and Zoom Rooms

Drive and own the tickets escalated to Tier 2, acting as ticket owner and point of contact for customers/stakeholders while that ticket remains in Tier 2

Ensure that the customer escalation process is followed consistently within the Global Customer Experience Escalation Ladder

Propose and communicate findings to the Global Customer Experience Knowledge & Learning Center to update the Support Knowledge Base and online content

Provide training to Tier 1 Support Specialists

Requirements:

High standard of personal integrity & professionalism

Bachelors degree in a related field or combination of relevant education and experience

35 years in a similar role

Familiar with test processes and methodologies

Proficient with Microsoft Office suite (Teams, Word, Excel, OneNote)

Excellent organizational, time management, communication, and presentation skills

Ability to oversee meetings, present to an audience, and conduct solution training.

Good problem-solving and fault isolation skillset, a clear understanding of logic-based testing.

Have a thorough understanding of modern audio and video technologies but also commonly used collaboration solutions from various vendors, such as Teams, Teams Rooms, Zoom, Zoom Rooms, etc.

2+ years of experience installing and configuring headset/collaboration applications such as Zoom Rooms, MTR, and similar on Windows, macOS, Linux, ChromeOS, iOS, Android environments, including hands-on product implementation

2+ years of experience with similar products and solutions, such as DECT and Bluetooth RF technology.

The capability to explain complex setups and solutions.

Great analytical and influencing skills

Ability to assist in building and supporting business cases

Fluent in English, additional languages are highly desirable

Excellent communication skills, both written and verbal

Ability to travel up to 20%