Tier 3 Tech Support Supervisor

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 Tier 3 Technical Support Supervisor is a dynamic leadership position responsible for overseeing the daily operations and performance of Logitech’s regional Tier 3 team, based in Camas, Washington. This team supports enterprise video collaboration customers, ensuring timely resolution of complex technical issues and a high level of customer satisfaction. In addition to operational oversight and escalation management, the supervisor will lead hiring, training, and mentoring efforts while actively fostering a culture of collaboration and continuous improvement.

This role requires strong leadership skills to implement operational initiatives while addressing and resolving technical issues and escalations in close collaboration with tier 2 supervisors, technical solution leads, sales engineers and account managers.

Primary Job Responsibilities

Operational Leadership:

• Oversee day-to-day Tier 3 team operations, ensuring high-quality technical support and resolution of escalated issues.

• Supervise the performance of Tier 3 agents and ensure timely and effective resolutions for high-priority cases.

• Identify and track escalated issue trends, reporting insights to B2B CX leadership while driving improvements.

• Remain up to date on Logitech & relevant third-party hardware and software

Team Development & Learning:

• Hire, onboard, and train Tier 3 agents to guarantee technical proficiency and team readiness.

• Foster the ongoing growth and development of all Tier 3 agents by conducting regular one-on-one sessions, crafting personalized development plans tailored to individual goals, and promoting the acquisition of new skills to enhance their expertise and adaptability.

• Monitor individual and team performance, ensuring success and alignment with department goals and strategic roadmap 

• Ensure mentorship opportunities by facilitating training programs where Tier 3 agents guide Tier 2 agents.

• Foster a supportive environment focused on training, skill development, and engagement, where mistakes are embraced as learning opportunities for growth and improvement.

Strategic Relationship Building:

• Build and maintain strong relationships with cross-functional teams, including but not limited to, technical solution leads, sales engineers, and account managers.

• Collaborate with Tier 2 supervisors and Sales to ensure escalations are resolved efficiently and appropriately.

• Coordinate with the Sr. Manager of Global Support Delivery and Head of OPCX Logitech 4 Business to address operational challenges and streamline processes.

Innovation & Efficiency:

• Suggest and implement workflow improvements, tool development, and updated policies to enhance efficiency and customer outcomes.

• Develop regional initiatives aimed at boosting team productivity, engagement, and alignment with global objectives.

• Assist in T3 content creation initiatives to increase customer self-service.

• Contribute to new operational initiatives as needed.

Team Culture:

• Cultivate a strong and positive team culture, emphasizing collaboration, teamwork, communication, and engagement.

• Continuously evolve strategies to improve team morale and create opportunities for growth.

Technical Experience Needed

• Minimum of 5 years of experience with technical solutions or enterprise technology, including:

  • 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 troubleshooting skills in Windows and Mac operating systems.

  • Solid understanding of networking principles and Android-based devices.