Logitech
Sr.CustomerSupportEngineer
Neural analysis suggests this role is
optimal for Senior candidates.
“Sr. Customer Support Engineer at Logitech. Skills: troubleshooting, customer support, video conferencing solutions, enterprise software support. Resolve technically complex support issues reported by the customers and/or other team members. Maintain clear, concise and positive communication for all cases in a timely and efficient manner including proactive follow up with customers, team members and product engineers”
What You'll Achieve.
ensure that the enterprise customer’s meeting rooms stay running; Deliver consistent customer experience that meets or exceeds our commitments
Industry & Context.
troubleshooting; finding solutions to difficult technical problems; quickly find a root cause for an issue within the ecosystem; address bugs, technical issues, compatibility, and other issues that can’t be resolved with standard troubleshooting
What They're Looking For.
Must Have
knowledge of video conferencing and AV products, knowledge of windows and Mac OS, Excellent working knowledge of video conferencing applications such as Zoom, MS Teams and Google Meet, Proven knowledge of computer networking and operating systems, Good working knowledge and skills in MS office 365, Exchange, Azure AD and SSO, Demonstrated ability to quickly learn and troubleshoot new technologies, Demonstrated ability to handle extremely complex technical issues, including working with engineers when necessary
Nice to Have
Familiarity with Android-based device (beyond cellular phones) desirable, Familiarity with IOS devices desirable, Proven experience in a technical support capacity, with very video conference (VC) troubleshooting experience, Proven experience providing remote technical support, Proven experience providing high-touch support to Enterprise accounts, Technical certifications beneficial, but not required
What You'll Do.
Resolve technically complex support issues reported by the customers and/or other team members
concise and positive communication for all cases in a timely and efficient manner 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 other stakeholders to address bugs
and other issues that can’t be resolved with standard troubleshooting
Provide ad hoc feedback about trends and new issues
answer non-escalated phone calls and email support tickets to ensure department service levels agreements are met
Provide ideas and assist with creation of knowledge base documentation and training materials for both internal and external customers
Deliver consistent customer experience that meets or exceeds our commitments
How You'll Work.
Team & Collaboration
collaborative team environment; partnering with ITDMs; Work with department leadership and other stakeholders; proactive follow up with customers, team members and product engineers
Communication Scope
Excellent communications both verbal, oral and interpersonal skills; Professional level English, Spanish / French skills are a plus, spoken and written
Full Job Description
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. **The Team and Role:** Are you a skilled technical professional interested in joining a Paid Services program and be part of a collaborative team environment? We are searching for a **Senior Customer Support Engineer** in the AMR region who will be responsible for troubleshooting and finding solutions to difficult technical problems. The role will focus mainly on Logitech’s Paid Services support for video conferencing solutions but may occasionally be asked to resolve issues with other enterprise software (MS, Zoom, Google). Expect to communicate with customers via Phone, email or video calls, and provide high touch service across global organizations, partnering with ITDMs to maintain their valuable conference room spaces or help them as they deploy. At Logitech, you will assist customers with issues that ensure that the enterprise customer’s meeting rooms stay running and quickly help to find a root cause for an issue within the ecosystem. You will also enjoy opportunities to advance your career in a diverse environment. **Your Contribution:** **Be Yourself. Be Open. Stay Hungry and Humble, Collaborate and Challenge. Share in our passion for Equality and Environment. Plus, have a great attitude and enjoy helping customers in a timely, efficient and pleasant way. These are the behaviors you’ll need for success at Logitech. In this role you will:** ● Resolve technically complex support issues reported by the customers and/or other team members. ● Maintain clear, concise and positive communication for all cases in a timely and efficient manner 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 other stakeholders to address bugs, technical issues, compatibility, and other iss
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