XTN-C277253 | TECHNICAL SUPPORT ENGINEER L3

This position will work closely with Level 3 team and Engineering groups worldwide.

The successful candidate must be technically oriented with a comprehensive knowledge and adequate experience of cloud technologies, camera security systems and troubleshooting with networking equipment, including but not limited to, routers, security appliances, switches, network storage and wireless products. The candidate must also have excellent time management skills. The chosen candidate will provide 3rd tier escalation support as primary responsibility as well as producing knowledge-based content on an as-needed basis to address product specific issues. The selected candidate will give guidance to our call centers and online support on addressing customer issues through various day to day tasks such as working hands-on with products to reproduce, test and validate product functionality prior (beta) and post launch (bug escaped to production). The candidate will interact with our customers and partners when dealing with product specific issues on our large portfolio of products.

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Review and manage 3rd level escalations support issues for all Arlo cameras and accessories

· Replicate customer reported issues to provide validation of defects to engineering for repeat issues

· Participate in product testing.

· Review/validate/create internal and external documents and knowledge articles for internal dissemination.

· Analyze customer calls/cases to identify product problems in the field to determine core areas of improvement and prioritize core changes to support for reduction of learned issues in field

· Must have good communication ability as candidate must communicate with Customers, Partners; on as needed basis when resolving escalated cases addressed to them

· Create internal Knowledge base articles and implement process plan to address common issues

· Track and maintain reports on issues and cases for specific products

· Help coordinating with SME for other tasks specific to product launch.

· Product development assistance to prevent issues or call generation

· Implementation and execution of Projects to improve support

· Attend weekly team meetings and other ad-hoc meetings

· Coordinate with other team members to make sure tasks and objectives remain on track

Knowledge/Skills/Competencies:

¨ Excellent communication and interpersonal skills both oral and written

¨ Strong collaborator across various functions to achieve a common goal.

¨ Capable of building productive relationships internally and externally across international team members.

¨ Action oriented individual with quick problem identification and remediation skills.

¨ Excellent analytical, organizational, prioritization, and time management skills.

Education/Experience:

¨ Fluent English language knowledge (C1)

¨ Extensive knowledge of IP camera technologies, cloud technologies and networking protocols and topologies are essential.

¨ Experience in Customer Support, in a technical/networking field. IP/Cloud based preferred.

¨ BS degree in a technical discipline or equivalent

¨ CCNA certified or equivalent networking experience.

¨ Knowledge of TCP, HTTPS, API, Wi-Fi and other wireless protocols (BLE, NFC)

¨ Experience with MS-Window/Linux networking, file systems and command lines.

¨ Mobile application (Android and iOS) troubleshooting experience

¨ Experience analyzing system logs from mobile devices, browsers and servers