Tier 2 Support Engineer – UC & Audio Solutions

Jabra

Delhi Township (OH)

Hybrid

USD 50,000 - 85,000

Full time

14 days+

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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.