Jabra Support Engineer, Tier 2

Jabra; Delhi; Hybrid; INR 700,000 - 1,100,000; Full time

Job summary

Jabra in India is seeking a Support Engineer for Global Customer Experience Tier 2. You will manage escalated tickets, reproduce issues, and collaborate with Tier 3 to resolve complex cases, while deepening knowledge of audio/video systems and collaboration tools.

Fluent English is essential; travel up to 20% may be required. You will contribute to training and knowledge-sharing across the Global Customer Experience team, reporting to the Tier 2 manager.

Qualifications

• Bachelor's degree or equivalent in a related field.
• Significant experience in a similar support role.
• Familiar with test processes and fault isolation.
• Proficient with Microsoft Office suite.
• Strong organizational and communication skills.
• Ability to lead meetings and provide training.

Responsibilities

• Resolve technical issues escalated by Tier 1 Support.
• Reproduce and resolve issues; sparring with Tier 3 when needed.
• Understand audio/video systems and IT foundations.
• Stay updated on unified communications tools (Teams/Zoom Rooms).
• Manage escalated tickets as Tier 2 owner for customers.
• Follow the escalation ladder and update knowledge base.
• Provide training to Tier 1 Support Specialists.

Skills

Ticket escalation handling

Unified communications knowledge

MS Office proficiency

Presentation skills

English fluency

Customer communication

Problem solving

Education

Bachelor’s degree or equivalent

Tools

Microsoft Teams Rooms

Zoom Rooms

Windows/macOS/Linux knowledge

Job description

In the role as Jabra Support Engineer in Global Customer Experience you will contribute to our purpose of Bringing People Closer. You will manage escalated tickets, solving them or maturing them for further escalation; all while maintaining the highest standard of being a Customer Geek.

The team you will be part of:

Global Customer Experience (GCX) Tier 2 Support Team are SMEs for all Jabra-branded devices and software. The team supports customers every day in experiencing the best Jabra has to offer. Furthermore, the team plays a significant part in the development of our Tier 1 Support Team through organized training, ticket analysis, and “Ask the Engineer” sessions.

Internally, the team is highly focused on learning from one another and growing together. We hold each other to the highest standards of product knowledge and customer support. We are proactive Jabra ambassadors who take immediate action, no matter the size of the customer’s concern or the intricacy of the problem.
As Jabra Support Engineer you will report to the Manager for Jabra Tier 2 support.

Your contribution is appreciated, and you will:

• 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
• Ensure a thorough grasp of audio and video systems and their IT foundations
• Stay updated on advanced unified communication and meeting room tools, including Microsoft Teams Rooms and Zoom Rooms
• Manage and oversee the tickets that are escalated to Tier 2, serving as the ticket owner and liaison for customers and stakeholders while the ticket is 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

To perform well in the role, we imagine that you:

• High standard of personal integrity & professionalism
• Bachelor’s degree in a related field or combination of relevant education and experience
• Significant experience in a similar role
• Familiar with test processes and methodologies, an understanding of fault isolation
• Proficient with Microsoft Office suite (Teams, Word, Excel, OneNote)
• Solid organizational, time management, communication, and presentation skills
• Ability to lead meetings, present to an audience, and conduct solution training.
• Proficient in problem-solving and fault isolation, with 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.
• Experience installing and configuring headset/collaboration applications such as Zoom Rooms, MTR, and similar on Windows, macOS, Linux, ChromeOS, iOS, Android environments, including practical product implementation
• Experience with similar products and solutions, such as DECT and Bluetooth RF technology.
• The capability to explain complex setups and solutions to a variety of audiences ranging in technical knowledge
• Proficient in systematic and persuasive abilities
• Ability to assist in building and supporting business cases

Fluent in English, additional languages

• Able communicator skilled in both written and verbal formats
• Ability to travel up to 20%

At GN we pride ourselves on encouraging flexible working whenever possible. We trust our people to get the job done, to know when in-person collaboration is better than hybrid, and to be present when it’s needed most.

We encourage you to apply

Even if you don’t match all the above-mentioned skills, we welcome your application if you think you have transferrable skills. We highly value a mindset and motivation that align with our core values, to not only ensure growth for you, but for your team and the wider GN organization as well.

We are focused on an inclusive recruitment process

All applicants will receive equal consideration for employment. As such, we encourage you to submit your CV without a photo to ensure an equal and fair application process.

Should you have any special requirements for the interview, please let the Hiring Manager know upon accepting invitation to interview.

Join us in bringing people closer

GN brings people closer through our advanced intelligent hearing, audio, video, and gaming solutions. Inspired by people and motivated by innovation, we deliver technology that enhance the senses of hearing and sight. We enable people with hearing loss overcome real-life problems, improve communication and collaboration for businesses and provide great experiences for audio and gaming enthusiasts.

We hope you will join us on this journey and look forward to receiving your application.

#LI-Jabra