Technical Escalation Engineer Expert
2 dni temu
**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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