Jabra Support Engineer, Tier 2

Jabra; Delhi Township (OH); Hybrid; USD 50,000 - 85,000; Full time

Job summary

GN is seeking a Support Engineer for the Global Customer Experience Tier 2 team in the US. You will manage escalated tickets, reproduce issues, and mentor Tier 1 staff while maintaining strong knowledge of audio/video systems and collaboration tools across Windows, macOS, Linux, iOS and Android environments.

The role requires fluent English, willingness to travel up to 20%, and a Bachelor’s degree or equivalent experience.

Qualifications

• 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, understanding fault isolation.
• Proficient with Microsoft Office suite (Teams, Word, Excel, OneNote).

Responsibilities

• Resolve technical issues escalated by Tier 1 Support.
• Reproduce and resolve issues; sparring with Tier 3 colleagues when applicable.
• Ensure understanding of audio and video systems and IT foundations.
• Stay updated on Teams Rooms and Zoom Rooms
• Manage escalated tickets as Tier 2 owner; liaise with customers and stakeholders.
• Ensure following the customer escalation process within the Escalation Ladder.
• Propose findings to Knowledge & Learning Center to update content.
• Provide training to Tier 1 Support Specialists.

Skills

Escalation management

Technical troubleshooting

Communication

Travel readiness

English fluency

Education

Bachelor’s degree in related field

Tools

Microsoft Teams

Zoom Rooms

MTR

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 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.

If you would like to know more about the position, please contact the Jabra Support Tier 2 Manager, Dave Syas, at [e-mail].

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.