Jabra Support Engineer, Tier 3

Hej, (that’s ‘hi’ in Danish). We’re Jabra.

We’ve engineered technology for the last 150 years that makes life look and sound better than ever. Whether you’re running a million-dollar project from your kitchen. Or running your first 5k in the park.

Pitching over video from Toronto to Tokyo. Or getting lost in your music. Whatever you’ve got going on, we’ve got you.

Jabra. Technology for life’s new rhythm.

As part of the Product Support Team, the Jabra Support Engineer, Tier 3 you will be responsible for all assigned technical escalations received from Tier 2 support.  Owns support ticket communication with all internal/external stakeholders and when necessary, will drive resolution with Development Centers and In-Market Product Quality. 

PRIMARY RESPONSIBILITIES: (these tasks include but are not limited to) 

• Take ownership and resolve technical issues escalated from Tier 2 Support
• Reproduce, and resolve as many issues as possible and conduct sparring with our Development Center and In-Market Quality teams
• Identify and help organize resources needed to accomplish tasks
• Encourage an organizational learning approach
• Make presentations and undertake public speaking with skill and confidence.
• Build wide and effective networks of contacts inside and outside the organization
• Demonstrate great problem-solving skills and ability to work independently and in a team environment.
• Manage multiple priorities, identify then eliminate bottlenecks, and ambiguity by working collaboratively
• Own all communication with internal and external stakeholders for tickets escalated to Tier 3 until resolved with the ability to lead large virtual, and in-person meetings
• Provide training to Tier 2 and when requested Tier 1

REQUIRED EDUCATION AND EXPERIENCE  

• A bachelor's degree in either electrical engineering or video production, or a combination of education and relevant experience.
• 5-10 years in a similar role
• 3-5 years of experience installing and configuring software applications or similar on Windows, macOS, Linux, and ChromeOS environments, including hands-on implementation.
• 3-5 years of experience working in one or several of the following areas: Webhooks, API, SDK, MongoDB, Docker, PowerShell, Intune, SSCM, Jira, Jama, and Azure.
• Have a thorough understanding of modern software solutions technologies, including Windows, macOS, and other commonly used operating systems
• Technical certifications in related fields
• Proven experience working with Audio DSP, Video, video conferencing systems, and similar applications
• Familiar with .NET Core/C# running in Azure and Python programming languages
• Ability to communicate effectively with cross-functional technical teams, business organizations, and vendors
• High standard of personal integrity & professionalism
• Ability to work independently and in a team environment
• Excellent multi-tasking skills
• Proficient in solving complex architectural challenges through strong problem-solving skills and robust critical thinking 
• Full understanding of and experience with project technical documents, such as Engineering/Architectural drawings and Project Schedules 
• Knowledge and experience with test automation, concepts, theories, practices, and procedures along with a commitment to product excellence and quality
• Experience with defect tracking systems, test management systems, and software revision control
• Experience in providing and presenting project status reports through the development cycle and knowledge of the full life cycle of the R&D development process
• 3-5 years of experience with DECT and Bluetooth RF technology.
• Fluency in spoken and written English, additional languages a plus
• The capability to explain very complex setups and solutions 
• Strong analytical and influencing skills
• Eagerness to embrace new technologies, skills, and work methodologies
• Some knowledge of artificial intelligence in products is a plus
• Ability to travel up to 20%

Pay Transparency Notice:                              

Depending on your work location, the target annual salary for this position can range from $95,000.00 to $140,000.00. In addition, you may be eligible for a discretionary bonus (10% of annual salary) if you are an active employee as of fiscal year-end. Compensation for roles at GN depend on a wide array of factors including but not limited to location, role, skill set, and level of experience. To remain competitive, GN offers a competitive benefits package, including annual bonuses, health insurance, a 401(k) plan, and paid vacation and holidays.

GN Audi