Support Engineer, Tier 3

You will be responsible for all assigned technical escalations received from Tier 2 support. Owns support ticket communication with all internal/external stakeholders and when necessary, will provide resolution with Development Centers and In-Market Product Quality.

Key responsibilities:

• Take ownership and resolve technical issues escalated from Tier 2 Support
• Reproduce, and resolve as many issues as possible and conduct sparring with our Development Center and In-Market Quality teams
• Identify and help organize resources needed to accomplish tasks
• Encourage an organizational learning approach
• Make presentations and undertake public speaking with skill and confidence.
• Build wide and effective networks of contacts inside and outside the organization
• Demonstrate great problem-solving skills and ability to work individually and in a team environment.
• Coordinate multiple priorities, identify then eliminate bottlenecks, and ambiguity by working collaboratively
• Own all communication with internal and external stakeholders for tickets escalated to Tier 3 until resolved with the ability to operate in large virtual, and in-person meetings
• Provide training to Tier 2 and when requested Tier 1

Requirements:

• A bachelor's degree in either electrical engineering or video production, or a combination of education and relevant experience.
• 5-10 years in a similar role
• 3-5 years of experience installing and configuring software applications or similar on Windows, macOS, Linux, and ChromeOS environments, including hands-on implementation.
• 3-5 years of experience working in one or several of the following areas: Webhooks, API, SDK, MongoDB, Docker, PowerShell, Intune, SSCM, Jira, Jama, and Azure.
• Have a thorough understanding of modern software solutions technologies, including Windows, macOS, and other commonly used operating systems
• Technical certifications in related fields
• Proven experience working with Audio DSP, Video, video conferencing systems, and similar applications
• Familiar with .NET Core/C# running in Azure and Python programming languages
• Ability to communicate effectively with cross-functional technical teams, business organizations, and vendors
• High standard of personal integrity & professionalism
• Ability to work individually and in a team environment
• Good ability to prioritize
• Proficient in solving complex architectural challenges through proven problem-solving skills and robust critical thinking
• Full understanding of and experience with project technical documents, such as Engineering/Architectural drawings and Project Schedules
• Knowledge and experience with test automation, concepts, theories, practices, and procedures along with a commitment to product standards and quality
• Experience with defect tracking systems, test management systems, and software revision control
• Experience in providing and presenting project status reports through the development cycle and knowledge of the full life cycle of the R&D development process
• 3-5 years of experience with DECT and Bluetooth RF technology.
• Fluency in spoken and written English, additional languages is highly desirable
• The capability to explain very complex setups and solutions
• Good analytical and influencing skills
• Eagerness to embrace new technologies, skills, and work methodologies
• Some knowledge of artificial intelligence in products is advantageous
• Ability to travel up to 20%

We encourage you to apply
We highly value a mindset, motivation, and energy, that aligns with our core values, to not only ensure growth for you, but for your team and the wider GN organization as well.

We are committed to an inclusive recruitment process
All applicants will receive equal consideration for employment. As such, we encourage you to submit your CV without a photo to ensure an equal and fair application process.

Should you have any special requirements for the Interview please let the hiring manager upon accepting invitation to interview.

How to apply?
Use the 'APPLY' link at the earliest convenience. Applications are assessed on a continuous basis, so don't wait to send yours.

On a time crunch?
Feel free to only submit your up-to-date CV including a few sentences outlining your motivation for applying – quick and easy.

Join us in bringing people closer
GN brings people closer through our leading intelligent hearing, audio, video, and gaming solutions. Inspired by people and motivated by innovation, we deliver technology that enhance the senses of hearing and sight. We enable people with hearing loss overcome real-life challenges, improve communication and collaboration for businesses and provide great experiences for audio and gaming enthusiast.

We hope you will join us on this journey and look forward to receiving your application.