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4 tygodni temu
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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