Jabra Support Engineer, Tier 3 Specialist

3 weeks ago

Ballerup, Ballerup Kommune, Denmark GN Group Full time
Job Summary

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
  1. Take ownership and resolve technical issues escalated from Tier 2 Support
  2. Reproduce, and resolve as many issues as possible and conduct sparring with our Development Center and In-Market Quality teams
  3. Identify and help organize resources needed to accomplish tasks
  4. Encourage an organizational learning approach
  5. Make presentations and undertake public speaking with skill and confidence
  6. Build wide and effective networks of contacts inside and outside the organization
  7. Demonstrate great problem-solving skills and ability to work individually and in a team environment
  8. Coordinate multiple priorities, identify then eliminate bottlenecks, and ambiguity by working collaboratively
  9. 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
  10. Provide training to Tier 2 and when requested Tier 1
Requirements
  1. A bachelor's degree in either electrical engineering or video production, or a combination of education and relevant experience
  2. 5-10 years in a similar role
  3. 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
  4. Have a thorough understanding of modern software solutions technologies, including Windows, macOS, and other commonly used operating systems
  5. Technical certifications in related fields
  6. Proven experience working with Audio DSP, Video, video conferencing systems, and similar applications
  7. Familiar with .NET Core/C# running in Azure and Python programming languages
  8. Ability to communicate effectively with cross-functional technical teams, business organizations, and vendors
  9. High standard of personal integrity & professionalism
  10. Ability to work individually and in a team environment
  11. Good ability to prioritize
  12. Proficient in solving complex architectural challenges through proven problem-solving skills and robust critical thinking
  13. Full understanding of and experience with project technical documents, such as Engineering/Architectural drawings and Project Schedules
  14. Knowledge and experience with test automation, concepts, theories, practices, and procedures along with a commitment to product standards and quality
  15. Experience with defect tracking systems, test management systems, and software revision control
  16. 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
  17. 3-5 years of experience with DECT and Bluetooth RF technology
  18. Fluency in spoken and written English, additional languages is highly desirable
  19. The capability to explain very complex setups and solutions
  20. Good analytical and influencing skills
  21. Eagerness to embrace new technologies, skills, and work methodologies
  22. Some knowledge of artificial intelligence in products is advantageous
  23. Ability to travel up to 20%

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