Sr. Customer Support Engineer

Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.

Are you a skilled technical professional interested in joining a Paid Services program and be part of a collaborative team environment? We are searching for a Senior Customer Support Engineer in the AMR region who will be responsible for troubleshooting and finding solutions to difficult technical problems. The role will focus mainly on Logitech’s Paid Services support for video conferencing solutions but may occasionally be asked to resolve issues with other enterprise software (MS, Zoom, Google).

Expect to communicate with customers via Phone, email or video calls, and provide high touch service across global organizations, partnering with ITDMs to maintain their valuable conference room spaces or help them as they deploy. At Logitech, you will assist customers with issues that ensure that the enterprise customer’s meeting rooms stay running and quickly help to find a root cause for an issue within the ecosystem.

You will also enjoy opportunities to advance your career in a diverse environment.

• Resolve technically complex support issues reported by the customers and/or other team members.
• Maintain clear, concise and positive communication for all cases in a timely and efficient manner including proactive follow up with customers, team members and product engineers.
• Own the technical relationship with customers and manage their expectations.
• Work with department leadership and other stakeholders to address bugs, technical issues, compatibility, and other issues that can’t be resolved with standard troubleshooting.
• Provide ad hoc feedback about trends and new issues.
• Occasionally, as necessary, answer non-escalated phone calls and email support tickets to ensure department service levels agreements are met.
• Provide ideas and assist with creation of knowledge base documentation and training materials for both internal and external customers.
• Deliver consistent customer experience that meets or exceeds our commitments.
• Be compassionate, respectful and honest.

• Strong knowledge of video conferencing and AV products
• Strong knowledge of Windows and Mac OS
• Excellent working knowledge of video conferencing applications such as Zoom, MS Teams and Google Meet
• Proven knowledge of computer networking and operating systems
• Familiarity with Android-based device (beyond cellular phones) desirable
• Familiarity with iOS devices desirable
• Excellent communications both verbal, oral and interpersonal skills.
• Exceptional customer service skills.
• Demonstrated ability to quickly learn and troubleshoot new technologies
• Demonstrated ability to handle extremely complex technical issues, including working with engineers when necessary.
• Good working knowledge and skills in MS office 365, Exchange, Azure AD and SSO.
• Professional level English, Spanish / French skills are a plus, spoken and written.

• Proven experience in a technical support capacity, with very strong video conference (VC) troubleshooting experience
• Proven experience providing remote technical support
• Proven experience providing high-touch support to Enterprise accounts
• Technical certifications beneficial, but not required

#LI-CT1

This position offers an annual base salary typically between $78K and $112K depending on location and experience. In certain circumstances, higher compensation will be considered based on the business need, candidate experience, and skills.

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,…