Logitech - Camas, WA
posted 2 months ago
Full-time - Mid Level
Remote - Camas, WA
Wholesale Trade Agents and Brokers
About the position
The Tier 3 Tech Support Engineer is responsible for resolving high-complexity enterprise support issues and escalations, primarily focusing on Logitech's enterprise video conferencing and AV solutions. This role involves troubleshooting difficult technical problems and collaborating with department leadership to address issues that cannot be resolved through standard troubleshooting. The ideal candidate will possess extensive knowledge of enterprise A/V products and a proven track record in technical support.
Responsibilities
- Resolve escalated, technically-complex support issues as first point of contact, or after escalation from technical support team
- Resolve escalated VIP issues, both high-complexity problems and 'white-glove' remote assistance with product setup and use
- Work with department leadership and other stakeholders to address bugs, technical issues, compatibility, and other issues that can't be resolved with standard troubleshooting
- Provide ad hoc feedback about trends and new issues
- Occasionally, as necessary, answer non-escalated phone calls and email support tickets to ensure department service levels are met
- Provide regular input to help create internal and external technical support content
Requirements
- Expert knowledge of video conferencing and AV products
- Advanced knowledge of Microsoft Teams deployment and use
- Advanced knowledge of video conferencing applications such as Zoom and Google Meets
- Advanced knowledge of PC and/or other non-AV system troubleshooting
- Advanced knowledge of computer networking and operating systems
- Familiarity with Android-based device (beyond cellular phones)
- Polished written and verbal communication skills
- Demonstrated ability to quickly learn and troubleshoot new technologies
- Demonstrated ability to handle extremely complex technical issues, including working with engineers when necessary
- Minimum 8 years of experience in a technical support capacity, with at least 5 years video-conference (VC) troubleshooting experience
- Minimum 2 years of providing remote technical support
- 6 months providing high-touch support to VIP accounts
- 4-year degree or equivalent experience
Nice-to-haves
- Technical certifications beneficial, but not required
Benefits
- Medical Coverage
- Dental Coverage
- Vision Coverage
- Traditional and Roth 401(k) Plans
- Flexible Spending Accounts
- Employee Share Purchase Plan (ESPP)
- Basic and Additional Life Insurance
- Disability Coverage
- Adoption and Surrogacy Assistance
- Tuition Reimbursement Plans
- Commuter Benefits
- Paid Time Off
- Paid Holidays
- Bereavement Leave
- Paid Parental Leave
- Wellness Programs
- Health Savings Account Plans
- Access to Expert Medical Opinions
- Identity Theft Protection
- Breast Milk Delivery to Nursing Mothers on Business Travel
- Access to a Group Legal Plan
- Donations Matching Programs
- Employee Product Discounts
- Access to Auto, Home, and Pet Insurance
