Jabra Support Engineer, Tier 3 Specialist
4 weeks ago
We are seeking a highly skilled and experienced Technical Escalation Expert to join our Jabra Support team as a Tier 3 Support Professional. In this role, you will be responsible for resolving complex technical issues escalated from Tier 2 support, owning support ticket communication with internal and external stakeholders, and collaborating with Development Centers and In-Market Product Quality teams to provide resolution.
Key Responsibilities- Take ownership and resolve technical issues escalated from Tier 2 Support
- Reproduce, and resolve as many issues as possible and conduct sparring with our Development Center and In-Market Quality teams
- Identify and help organize resources needed to accomplish tasks
- Encourage an organizational learning approach
- Make presentations and undertake public speaking with skill and confidence
- Build wide and effective networks of contacts inside and outside the organization
- Demonstrate great problem-solving skills and ability to work individually and in a team environment
- Coordinate multiple priorities, identify then eliminate bottlenecks, and ambiguity by working collaboratively
- Own all communication with internal and external stakeholders for tickets escalated to Tier 3 until resolved with the ability to operate in large virtual, and in-person meetings
- Provide training to Tier 2 and when requested Tier 1
- A bachelor's degree in either electrical engineering or video production, or a combination of education and relevant experience
- 5-10 years in a similar role
- 3-5 years of experience working in one or several of the following areas: Webhooks, API, SDK, MongoDB, Docker, PowerShell, Intune, SSCM, Jira, Jama, and Azure
- Have a thorough understanding of modern software solutions technologies, including Windows, macOS, and other commonly used operating systems
- Technical certifications in related fields
- Proven experience working with Audio DSP, Video, video conferencing systems, and similar applications
- Familiar with .NET Core/C# running in Azure and Python programming languages
- Ability to communicate effectively with cross-functional technical teams, business organizations, and vendors
- High standard of personal integrity & professionalism
- Ability to work individually and in a team environment
- Good ability to prioritize
- Proficient in solving complex architectural challenges through proven problem-solving skills and robust critical thinking
- Full understanding of and experience with project technical documents, such as Engineering/Architectural drawings and Project Schedules
- Knowledge and experience with test automation, concepts, theories, practices, and procedures along with a commitment to product standards and quality
- Experience with defect tracking systems, test management systems, and software revision control
- Experience in providing and presenting project status reports through the development cycle and knowledge of the full life cycle of the R&D development process
- 3-5 years of experience with DECT and Bluetooth RF technology
- Fluency in spoken and written English, additional languages is highly desirable
- The capability to explain very complex setups and solutions
- Good analytical and influencing skills
- Eagerness to embrace new technologies, skills, and work methodologies
- Some knowledge of artificial intelligence in products is advantageous
- Ability to travel up to 20%
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