Senior Customer Support Engineer - Video Conferencing

About the role

Logitech is looking for a Senior Customer Support Engineer in Cork to join its paid-for Services program. The role focuses on troubleshooting difficult technical problems for Logitech's video conferencing solutions, and may occasionally cover other enterprise software such as Microsoft, Zoom and Google. The position is three days per week in the office.

Key responsibilities

• Resolve technically complex support issues reported by customers and other team members.
• Maintain clear, concise and positive communication, including proactive follow-up with customers, team members and product engineers.
• Own the technical relationship with customers and manage their expectations.
• Work with department leadership and stakeholders on bugs, technical issues, compatibility and other matters beyond standard troubleshooting.
• Give ad hoc feedback on trends and new issues.
• Occasionally answer non-escalated phone calls and email tickets to meet service level agreements.
• Help create knowledge base documentation and training materials for internal and external customers.

Required profile

• Expert knowledge of video conferencing and AV products.
• Excellent working knowledge of Zoom, Microsoft Teams and Google Meet.
• Advanced knowledge of computer networking and operating systems.
• Demonstrated ability to handle extremely complex technical issues, including working with engineers when needed.
• Good working knowledge of MS Office 365, Exchange, Azure AD and SSO.
• Professional level English, spoken and written.
• Preferably at least 3 years of technical support experience, 2 years of videoconferencing troubleshooting, 2 years of remote support and 1 year of high-touch enterprise support.
• Bachelor's degree in Computer or Electronic and Communication Engineering, or equivalent experience.

Required skills

• Windows and macOS
• Zoom, Microsoft Teams, Google Meet
• Networking and operating systems
• MS Office 365, Exchange, Azure AD, SSO
• Familiarity with Android and iOS devices desirable