Technical Escalation Specialist

4 tygodni temu


Poznań, Greater Poland mersive Pełny etat

The Opportunity

Mersive is seeking a highly skilled Technical Escalation Engineer to join our award-winning team. As a Technical Escalation Engineer, you will play a critical role in helping us build wireless collaboration products that transform meetings worldwide.

Key Responsibilities

  • Address advanced escalated customer issues across diverse infrastructures, acting as a bridge between customers and our internal teams.
  • Troubleshoot hardware, software, and firmware while ensuring customer success.
  • Collaborate with team members to meet or exceed Service Level Objectives/Agreements.
  • Identify, test, and document possible trends to be escalated to engineering.

Required Qualifications/Experience

  • 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.

Desired Qualifications/Experience

  • 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.


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