Technical Customer Support, Support Sr. (Printing Specialist)

Zebra Technologies

Saint Peters (MO)

Hybrid

USD 65,000 - 90,000

Full time

14 days+

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Benefits offered by this job

Hybrid work

Flexible hours

Summer Fridays

Focus Fridays

Well-being day

Job summary

Zebra Technologies in Missouri is seeking an experienced Technical Support Engineer to diagnose and resolve advanced hardware and software issues across printing portfolios. You will lead calibration, maintenance, and integration tasks to maximize uptime in critical environments.

The role emphasizes escalation management, data-driven improvements, and mentoring junior agents, with a hybrid work model and opportunities to influence product support processes.

Qualifications

4 to 5 years of proven experience in technical support with emphasis on hardware maintenance.
Strong communication skills and ability to explain complex concepts clearly.
Proficient in using standard productivity tools and label-design software.

Responsibilities

Resolve complex hardware/software issues across printing portfolios to maximize uptime.
Diagnose, repair print engines, label printers, and mobile units to reduce downtime.
Configure printhead calibration and test sensors for barcode/RFID readability.
Utilize Zebra Setup Utilities and ZebraDesigner for device configuration and label design.
Serve as escalation point and deliver excellent support via phone, email, and chat.
Translate technical concepts for customers and internal management.
Mentor junior agents and drive improvements to support processes.

Skills

Customer service

Technical troubleshooting

Communication skills

Data analysis

Education

Bachelor's degree or equivalent in technical field

Tools

Zebra Setup Utilities

ZebraDesigner

Microsoft Office

Job description

Overview

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges. Being part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve. You’ll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about—locally and globally. Come make an impact every day at Zebra.

What We're Looking For

This role is responsible for driving customer satisfaction and operational efficiency by resolving complex, escalated technical issues across our industrial, mobile, and RFID printing portfolios. Utilizing deep hardware and software expertise, the successful candidate will diagnose complex print engine failures, address high-tier calibration challenges, and ensure maximum uptime for critical business environments. Additionally, you will maintain standard-setting response times and proactively contribute to the continuous improvement of the Technical Support Team’s printing diagnostic tools and processes.

Advanced Hardware & Software Troubleshooting

Hardware Maintenance

Expertly diagnose, troubleshoot, and repair print engines, label printers, and mobile printing units to significantly reduce customer downtime.

System Calibration

Configure menus, test sensors, and perform precise printhead adjustments to ensure optimal barcode and RFID readability.

Software Integration

Utilize industry-leading tools, including Zebra Setup Utilities and ZebraDesigner, for seamless device configuration and custom label design.

Customer Success & Escalation Management

Serve as the primary escalation point for resolving highly complex, diverse technical issues that require deep data analysis and critical thinking.

Deliver exceptional technical support to customers via telephone, email, and chat, demonstrating active listening and empathy in high-pressure situations.

Translate highly technical concepts into simple, easy-to-understand terms for both customers and internal management.

Leadership & Process Improvement

Act as a mentor and escalation point to support and guide less experienced agents on the team.

Develop, refine, and improve support processes, tools, and platform developments to enhance the overall customer experience.

Analyze data and prepare detailed reports on the effectiveness and efficiency of the support center.

Build and maintain strong relationships with vendors, internal technical teams, business leaders, and technology partners.

What We Are Looking For

Education: Bachelor’s Degree or equivalent vocational qualification/experience in a related technical field.

Experience: 4 to 5 years of proven experience in technical support, with a strong emphasis on hardware maintenance (printing devices, RFID, and mobile technology highly preferred).

Technical Proficiency: Full understanding of job-related procedures and intermediate to advanced skills in Microsoft Office (Word, Excel, Outlook).

Communication Skills: Exceptional verbal and written communication skills; ability to provide clear, concise information using proper professional language.

Core Competencies

Strong customer service orientation with a dedication to resolving issues effectively.
Solid professional work behaviors (attendance, teamwork, time management).
Advanced problem-solving skills and the ability to evaluate moderately complex factors.
Intermediate to advanced skills in task delegation and follow-up.

Why Join Us

We offer a collaborative environment where your technical expertise is valued, and your career growth is supported. Help us keep the world’s supply chains, hospitals, and retail floors running smoothly.

Benefits

We understand the importance of work-life balance and wellbeing, which is why we offer flexibility for our teams including: