Technical Customer Support, Sr.; Printing Specialist

Overview

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges. Being part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose.

Here you are part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve. You’ll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about—locally and globally. Come make an impact every day at Zebra.

This role is responsible for driving customer satisfaction and operational efficiency by resolving complex, escalated technical issues across our industrial, mobile, and RFID printing portfolios. Utilizing deep hardware and software expertise, the successful candidate will diagnose complex print engine failures, address high-tier calibration challenges, and ensure maximum uptime for critical business environments. Additionally, you will maintain standard-setting response times and proactively contribute to the continuous improvement of the Technical Support Team’s printing diagnostic tools and processes.

Expertly diagnose, troubleshoot, and repair print engines, label printers, and mobile printing units to significantly reduce customer downtime.

Configure menus, test sensors, and perform precise printhead adjustments to ensure optimal barcode and RFID readability.

Utilize industry-leading tools, including Zebra Setup Utilities and Zebra Designer, for seamless device configuration and custom label design.

Serve as the primary escalation point for resolving highly complex, diverse technical issues that require deep data analysis and critical thinking.

Deliver exceptional technical support to customers via telephone, email, and chat, demonstrating active listening and empathy in high-pressure situations.

Translate highly technical concepts into simple, easy-to-understand terms for both customers and internal management.

Act as a mentor and escalation point to support and guide less experienced agents on the team.

Develop, refine, and improve support processes, tools, and platform developments to enhance the overall customer experience.

Analyze data and prepare detailed reports on the effectiveness and efficiency of the support center.

Build and maintain strong relationships with vendors, internal technical teams, business leaders, and technology partners.

Education:

Bachelor’s Degree or equivalent vocational qualification/experience in a related technical field.

Experience:

4 to 5 years of proven experience in technical support, with a strong emphasis on hardware maintenance (printing devices, RFID, and mobile technology highly preferred).

Technical Proficiency:
Full understanding of job-related procedures and intermediate to advanced skills in Microsoft Office (Word, Excel, Outlook).

Communication

Skills:

Exceptional verbal and written communication skills; ability to provide clear, concise information using proper professional language.

• Strong customer service orientation with a dedication to resolving issues effectively.
• Solid professional work behaviors (attendance, teamwork, time management).
• Advanced problem-solving skills and the ability to evaluate moderately complex factors.
• Intermediate to advanced skills in task delegation and follow-up.

We offer a collaborative environment where your technical expertise is valued, and your career growth is supported. Help us keep the world’s supply chains, hospitals, and retail floors running smoothly.

We understand the importance of work-life balance and wellbeing, which is why we offer flexibility for our teams including:

• Hybrid work
• Adaptable hours
• Summer Flex Fridays
• Focus Fridays
• Annual company wide well-being day to promote revitalization and success.

Zebra Better Every Day