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Jabra Support Engineer, Tier 3

1 month ago

Lowell, Massachusetts, United States GN Group Full time
Job Title: Jabra Support Engineer, Tier 3

We are seeking a highly skilled and experienced Jabra Support Engineer, Tier 3 to join our Product Support Team. As a key member of our team, you will be responsible for resolving complex technical issues escalated from Tier 2 support, owning support ticket communication with internal and external stakeholders, and driving resolution with Development Centers and In-Market Product Quality.

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 independently and in a team environment
  • Manage 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 lead large virtual, and in-person meetings
  • Provide training to Tier 2 and when requested Tier 1
Requirements:
  • 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 independently and in a team environment
  • Excellent multi-tasking skills
  • Proficient in solving complex architectural challenges through strong 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 excellence 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 a plus
  • The capability to explain very complex setups and solutions
  • Strong analytical and influencing skills
  • Eagerness to embrace new technologies, skills, and work methodologies
  • Some knowledge of artificial intelligence in products is a plus
  • Ability to travel up to 20%