Technical Escalation Engineer Expert

2 dni temu


Pastelowa Poznań, Polska mersive Pełny etat

**Transform Meetings Worldwide with Mersive's Wireless Collaboration Products**

The Opportunity

As a Technical Escalation Engineer at Mersive, you will play a pivotal role in helping build innovative wireless collaboration products that revolutionize meetings globally. You will be responsible for addressing complex escalated customer issues across diverse infrastructures, acting as a bridge between customers and our internal teams.

**Your Key Responsibilities:**

  • Inbound case management and outgoing customer engagement during US business hours (typically 3pm – 12am CEST).
  • Hardware, software, and firmware troubleshooting.
  • Data analysis across multiple OS platforms (Windows, Mac, iOS & Android).
  • Assistance with inbound phone support and chat may be requested.
  • Help team members meet or exceed Service Level Objectives/Agreements.
  • Lead by example, mentoring others and constantly sharing knowledge.
  • Identify, test, and document possible trends to be escalated to engineering.

**What We Offer:**

Competitive Salary: A compensation package that recognizes your expertise and experience.

Hybrid Work Model: Enjoy flexibility with up to 3 days of in-office work per week in Poznań.

Culture and Benefits: Collaborate in an authentic, innovation-driven environment with a comprehensive benefits package.

Requirements:

  • 5+ years of technical support experience, ideally within Networking/MSP environments.
  • 2+ years of experience in Tier 2 or Tier 3 escalation management.
  • Technical degree or equivalent experience, with relevant networking certifications (Net+, CCNA, JNCIA, CMNO, CMNA, NSE).
  • Strong understanding of network protocols (TCP/IP, DNS, NTP) and the ability to analyze network topologies and RF analysis outputs.
  • Extensive troubleshooting experience with hardware, software, and firmware.
  • Proven ability to parse log data and perform event correlation for issue resolution.
  • Excellent communication and soft skills, with the ability to manage escalated customer situations.
  • Passion for mentoring and training both new hires and experienced team members.
  • Detail-oriented, with strong project management skills and the ability to work in dynamic, fast-paced environments.

**Desired Qualifications:

  • Experience with video and multimedia streaming technologies.
  • Advanced understanding of AV equipment and functionality.
  • Familiarity with CRM tools such as Salesforce and defect tracking systems like Jira.
  • Bachelor's degree in Computer Science, MIS, CIS, or equivalent experience.


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