Tier 3 Technical Support Engineer

Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.

Job Summary

The T3 Support Engineer is responsible for resolving high-complexity enterprise support issues and escalations--finding solutions to difficult technical problems. The role will focus mainly on Logitech’s enterprise video conferencing and AV solutions, but may occasionally be asked to resolve issues with other enterprise hardware along with networking and software issues.

The Tech Support Lead will also be responsible for working with department leadership and other technical resources to address technical issues that can’t be handled via troubleshooting alone. During times of unusually high support volume the T3 Support Engineer may be asked to assist in maintaining department service levels by working on non-escalated customer requests.

The ideal candidate for the role will have extensive knowledge of enterprise A/V products and the AV/IT ecosystem they’re used in, as well as a track record of high performance in technical support.

Primary Job Responsibilities

• Resolve escalated, technically-complex support issues as first point of contact, or after escalation from technical support team

• Mentoring lower tier agents offering guidance, advice and in depth explanation of policies and troubleshooting strategies

• Work with department leadership, Technician Leads  and other stakeholders to address bugs, technical issues, compatibility, and other issues that can’t be resolved with standard troubleshooting

• Provide feedback and documentation about trends and new issues

• Occasionally, as necessary, answer non-escalated support tickets to ensure department service levels are met

• Provide regular input to help create internal and external technical support content

Knowledge and Qualifications

• 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

Experience

• 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

• Technical certifications beneficial, but not required

Education

• 4-year degree or equivalent experience

Across Logitech we empower collaboration and foster play. We help teams collaborate/learn from anywhere, without compromising on productivity or continuity so it should be no surprise that most of our jobs are open to work from home from most locations. Our hybrid work model allows some employees to work remotely while others work on-premises. Within this structure, you may have teams or departments split between working remotely and working in-house.  

Logitech is an amazing place to work because it is full of authentic people who are inclusive by nature as well as by design. Being a global company, we value our diversity and celebrate all our differences. Don’t meet every single requirement? Not a problem. If you feel you are the right candidate for the opportunity, we strongly recommend that you apply. We want to meet you! 

 This position offers an annual salary typically between $ 107,200 - 163,500

, depending on location and experience. In certain circumstances, higher compensation will be considered based on the business need, candidate experience, and skills  

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