Job Information
Jabra Global Software Service Engineer in Lowell, Massachusetts
Join the Global Customer Experience Team as a Global Service Engineer with focus on supporting our software solutions at GN.
Location: This is a remote position but would prefer candidates on the Eastern time zone since the position will cover the EMEA (Europe, Middle East, and Africa) locations.
Introduction to the Position
As a Global Software Service Engineer, you will play a pivotal role in our mission to enhance life through sound. You'll become an integral member of our Global Customer Experience team, collaborating across borders in the US, Denmark, Germany, Hong Kong, and Canada. Together, we support the escalated needs of Jabra and BlueParrott's product users, ensuring their experiences are nothing short of exceptional.
Your contribution is appreciated, and you will:
You will serve as a critical Level 2 technical resource, offering superior support on escalations related to our comprehensive portfolio of audio and video products. As the foremost senior technical support expert, primarily focusing on Europe, the Middle East, Africa, and when needed North America, South America, and Asia-Pacific. your efforts will significantly impact our software solution's success for enterprise audio and video solutions.
Key Responsibilities:
Act as the primary point of contact for software-driven escalations, ensuring the swift resolution of technical issues.
Providing expert troubleshooting and resolution, working closely with Level 3 colleagues to maximize issue resolution.
Leading the communication and case management for escalated tickets, maintaining consistent adherence to our customer escalation process.
Contributing insights and updates to our Global Customer Experience Knowledge & Learning Center, enhancing our Support Knowledge Base and online resources.
Requirements:
In this position, it is crucial that you thrive in complex, international environments, demonstrating a keen ability to navigate across cultures and engage stakeholders at all levels. We imagine your qualifications to include:
Enjoy assisting colleagues in various level of support to give the customer the best solution.
Coming alongside colleagues to support them, being a dependable resource and equipping teammates to do their jobs better.
Can work in complex international environments across countries and cultures.
Have experience and success working with customers on-site and remotely using video and collaboration tools.
Have a thorough understanding of modern software solutions technologies with focus on Windows and macOS but also commonly other used operating systems from various vendors.
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’ experience with working in one or several of the following areas: WebHook’s, API, SDK, MongoDB, Docker, PowerShell, Intune, SSCM, Jira, Jama, and Azure.
Fluency in spoken and written English, plus good communication skills in spoken and written second language is preferable.
The capability to explain very complex setups and solutions in a simple way.
Proven ability to work cross-functionally and across time zones.
Strong analytical and influencing skills.
Full understanding of business cases and the ability to help drive, build or support these.
Ability to champion improvements and resolutions and work effectively as a part of a team.
Ability to champion improvements and resolutions and work effectively as a part of a team.
Pay Transparency Notice:
The target annual base salary for this position can range from $72,900.00 to $90,000.00. In addition, you may be eligible for a 5% discretionary bonus if you are an active employee as of fiscal year-end.
Compensation for roles at GN depend on a wide array of factors including but not limited to location, role, skill set, and level of experience. To remain competitive, GN offers a competitive benefits package, including annual bonuses, health insurance, a 401(k) plan, and paid vacation and holidays.
Equal Opportunity Employer
GN Audio/Jabra makes life sound better by developing intelligent sound solutions that transform lives through the power of sound, enabling you to hear more, do more & be more than you ever thought possible. Our integrated headset and communications solutions assist professionals in all types of businesses in being more productive. Our wireless headsets and earbuds are designed to fit any lifestyle - from sports enthusiasts to commuters and office workers. Jabra is part of the GN group, which operates in more than 90 countries across the world. Founded in 1869, GN group today has more than 6,000 employees. GN Audio an EEO Employer and does not discriminate in employment on the basis of race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.
View The EEO is the Law poster (https://www.dol.gov/agencies/ofccp/posters) and its supplement (https://www.dol.gov/agencies/ofccp/posters) .
View the Pay Transparency Nondiscrimination Provision (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf)
E-Verify
GN Audio / Jabra participates in E-Verify. View the E-Verify poster here (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf) . View the Right to Work poster here (https://www.justice.gov/crt/case-document/file/1133936/download) .
Disability Accommodation
If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail careers.us@jabra.com or call 978-606-2210. This email and phone number is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.
#LI-Jabra
Jabra is a leading brand in engineering communications and sound solutions – innovating to empower both consumers and businesses. Our engineering excellence allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions which offer wall-to-wall coverage with no distortion.
Jabra is part of the GN Group which was founded with a truly innovative and global mindset. Today, we honor that legacy with world-leading expertise in the human ear, sound, wireless technology, miniaturization and collaborations with leading technology partners. GN's solutions are marketed by the brands ReSound, Beltone, Interton, Jabra and BlueParrott in 100 countries. Founded in 1869, the GN Group employs 6,000 people and is listed on Nasdaq Copenhagen (GN.CO).
If you would like to learn more about our brand, please click on the link (http://www.jabra.com/) to explore our universe of sound.