Jabra Support Engineer, Tier 2

Role:

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
  • Maintain awareness and knowledge of industry-leading UC and meeting room applications, such as 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:

• Hej, (that’s ‘hi’ in Danish). We’re Jabra.

  We’ve engineered technology for the last 150 years that makes life look and sound better than ever. Whether you’re running a million-dollar project from your kitchen. Or running your first 5k in the park.

  Pitching over video from Toronto to Tokyo. Or getting lost in your music. Whatever you’ve got going on, we’ve got you.

  Jabra. Technology for life’s new rhythm.

  As part of the Product Support Team, the Jabra Support Engineer, Tier 2 will be 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.  

  PRIMARY RESPONSIBILITIES: (these tasks include but are not limited to) 

• 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
• Maintain awareness and knowledge of industry-leading UC and meeting room applications, such as 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

• REQUIRED EDUCATION AND EXPERIENCE  

• High standard of personal integrity & professionalism
• Bachelor’s degree in a related field or combination of relevant education and experience
• 3–5 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 lead meetings, present to an audience, and conduct solution training.
• Excellent 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.
• Strong analytical and influencing skills
• Ability to assist in building and supporting business cases
• Fluent in English, additional languages a plus
• Ability to travel up to 20% 

• Pay Transparency Notice:                              

  Depending on your work location, the target annual salary for this position can range from $65,000.00 to $90,000.00. In addition, you may be eligible for a discretionary bonus (5% of annual salary) if you are an active employee as of fiscal year-end. Compensation for roles at GN depend on a wide array of factors including but not limited to location, role, skill set, and level of experience. To remain competitive, GN offers a competitive benefits package, including annual bonuses, health insurance, a 401(k) plan, and paid vacation and holidays.

  GN Audio/Jabra makes life sound better by developing intelligent sound solutions that transform lives through the power of sound, enabling you to hear more, do more & be more than you ever thought possible. Our integrated headset and communications solutions assist professionals in all types of businesses in being more productive. Our wireless headsets and earbuds are designed to fit any lifestyle - from sports enthusiasts to commuters and office workers. Jabra is part of the GN group, which operates in more than 90 countries across the world. Founded in 1869, GN group today has more than 5,000 employees. GN Audio is an EEO Employer and does not discriminate in employment on the basis of race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.

  Equal Opportunity Employer

  GN Audio/Jabra makes life sound better by developing intelligent sound solutions that transform lives through the power of sound, enabling you to hear more, do more & be more than you ever thought possible. Our integrated headset and communications solutions assist professionals in all types of businesses in being more productive. Our wireless headsets and earbuds are designed to fit any lifestyle - from sports enthusiasts to commuters and office workers. Jabra is part of the GN group, which operates in more than 90 countries across the world. Founded in 1869, GN group today has more than 6,000 employees. GN Audio an EEO Employer and does not discriminate in employment on the basis of race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity. 

  View The EEO is the Law poster and its supplement.
  
  View the Pay Transparency Nondiscrimination Provision
  
  E-Verify

  GN Audio / Jabra participates in E-Verify. View the E-Verify poster here.  View the Right to Work poster here.

  Disability Accommodation

  If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail careers.us@jabra.com or call 978-606-2210. This email and phone number is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

  #LI-Jabra

Location: MA, Lowell