The Role:

　　The B2B Technical Solutions Lead is responsible for resolving high-complexity enterprise support issues and escalations--finding solutions and workarounds to challenging technical problems, assisting the CX team with testing, reporting, and tracking technical issues. The role will focus mainly on Logitech’s enterprise video conferencing and AV solutions but may occasionally be asked to resolve other enterprise hardware issues.

　　The Technical Solutions Lead will also be responsible for working with the product and engineering teams to develop a deep technical understanding of new products, assisting with training and preparation for launch.

　　The ideal candidate for the role will have extensive knowledge of enterprise A/V products and the AV/IT ecosystem they’re used in, as well as a track record of high performance in technical support.

　　Your Contribution:

　　Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. These are the behaviors you’ll need for success at Logitech. In this role you will:

　　Maintain an expert level of understanding of the technical details of all Logitech’s enterprise video solutions

　　Maintain an expert level of knowledge of platforms commonly used with Logitech

　　Work with Tier 3 support agents and engineering to identify, reproduce and resolve technical issues in a timely manner

　　As needed, assist customers directly in resolving escalated VIP issues, both high-complexity problems and “white-glove” remote assistance with product setup and use

　　Provide regular input to help create internal and external technical support content

　　Assist other department engineers in creating practical demonstrations of proposed solutions and demonstrating them to other members of the team

　　Work with the engineering and product groups to evaluate products pre-launch, and work with the Technical Support Manager and training team to develop training for the technical support team

　　Assist in evaluating the scope and feasibility of customized deployments, and help design technical support documentation for approved setups

　　Key Qualifications:

　　For consideration, you must bring the following minimum skills and behaviors to our team:

　　Advanced knowledge of video conferencing and AV products

　　Expert knowledge of Microsoft Teams deployment and use

　　Advanced knowledge of video conferencing applications such as Zoom and Google Meets

　　Advanced knowledge of Android and Unix Based Environments (beyond cellular phone and automotive applications).

　　Advanced knowledge of PC and/or other non-AV system troubleshooting

　　Advanced knowledge of Windows and Mac operating systems

　　Advanced knowledge of computer networking and operating systems

　　Experience with software engineering, customer experience, and design architecture

　　Fluent with Jira Ticketing System

　　Experience working directly with engineers

　　Polished written and verbal communication skills

　　Experience working with multiple stakeholders to facilitate the orderly execution of testing and issue reporting

　　Minimum 8 years of experience in a technical support capacity, with at least 5 years video-conference (VC) troubleshooting experience.

　　Minimum 5 years of providing remote technical support

　　Minimum 2 years providing high-touch support to VIP accounts

　　In addition, preferable skills and behaviors include:

　　Technical certifications beneficial but not requiredEducation:

　　4-year degree or equivalent experienceAcross Logitech we empower collaboration and foster play. We help teams collaborate/learn from anywhere, without compromising on productivity or continuity so it should be no surprise that most of our jobs are open to work from home from most locations. Our hybrid work model allows some employees to work remotely while others work on-premises. Within this structure, you may have teams or departments split between working remotely and working in-house. Logitech is an amazing place to work because it is full of authentic people who are inclusive by nature as well as by design. Being a global company, we value our diversity and celebrate all our differences. Don’t meet every single requirement? Not a problem. If you feel you are the right candidate for the opportunity, we strongly recommend that you apply. We want to meet you!

　　Logitech offers benefits such as Medical Coverage, Dental Coverage, Vision Coverage, Traditional and Roth 401(k) Plans, Flexible Spending Accounts, Employee Share Purchase Plan (ESPP), Basic and Additional Life Insurance, Disability Coverage, Adoption and Surrogacy Assistance, Tuition Reimbursement Plans, Commuter Benefits, Paid Time Off, Paid Holidays, Bereavement Leave, and Paid Parental Leave.

　　Logitech also offers Wellness Programs, Health Savings Account Plans, access to Expert Medical Opinions, Identity Theft Protection, Breast Milk Delivery to Nursing Mothers on Business Travel, access to a Group Legal Plan, Donations Matching Programs, Employee Product Discounts, and access to Auto, Home, and Pet Insurance.

　　All qualified applicants will receive consideration for employment without regard to race, sex, age, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

　　If you require an accommodation to complete any part of the application process, are limited in the ability, are unable to access or use this online application process, and need an alternative method for applying, you may contact us toll-free at +1-510-713-4866 for assistance and we will get back to you as soon as possible.

　　#LI-SN1

　　#LI- REMOTE