L3 Technical Support Engineer

Our client is currently expanding their Technical Support team and looking for an L3 Technical Support Engineer. This position will work closely with Care Support, Quality Engineering (QE), and Engineering groups worldwide.

The successful candidate must be technically oriented with knowledge and experience of cloud technologies (REST, HTTP, APIs), IoT security camera systems, and hands-on troubleshooting of networking equipment including routers, security appliances, switches, and wireless products. The candidate must also have excellent customer management skills to handle escalated and frustrated customers with professionalism and empathy, while maintaining strong time management abilities.

The chosen candidate will provide 3rd tier escalation support as their primary responsibility, performing hands-on troubleshooting of complex multi-system issues, security incidents, and critical bug identification. They will work closely with QE and Engineering teams to replicate issues, validate defects, and participate in product testing. They will produce internal and/or external knowledge content, give guidance to our client call centers and online support, and interact with customers and partners when dealing with product-specific issues across our large portfolio of products.

Responsibilities

• Provide escalated technical support for our client's cameras, doorbells, hubs, and accessories via phone and email, guiding customers through device onboarding, network configuration, and hands-on troubleshooting steps

• Manage customer interactions professionally, handling frustrated customers with patience and empathy while diagnosing and resolving device, connectivity, app, streaming, and subscription issues

• Document and escalate appropriately by accurately recording customer interactions and issues in ticketing systems (Jira, Salesforce)

• Learn and maintain product knowledge of our client's products, core features, subscription plans, billing processes, and common troubleshooting procedures

• Participate in continuous learning through product training, staying updated on new releases and features, and contributing knowledge base improvements based on customer interactions

• Collaborate with team and cross-functional members to share learnings, best practices, and assist in testing new products or features as needed

Core Competencies & Soft Skills:

• Strong customer service focus with patience, empathy, and professionalism

• Good communication skills both oral and written, with ability to explain technical concepts to non-technical customers and stakeholders

• Problem solving and logical thinking with methodical hands-on troubleshooting approach

• Team player willing to collaborate and ask for help when needed

• Detail-oriented with ability to manage time effectively

• Adaptable and eager to learn in a fast-paced environment

Technical Qualifications & Requirements:

• Fluent English language knowledge (C1 preferred)

• Degree in technical field (or equivalent experience)

• Experience technical support, customer service, or related experience

• Knowledge of networking concepts (IP, Wi-Fi, routers, home network setup)

• Familiarity with operating systems (iOS, Android, Windows, macOS)

• Familiarity with cloud services and mobile application

• Experience with log analysis or monitoring tools (Splunk, Datadog, AWS Cloudwatch or similar)

Preferred:

• Previous experience with smart home devices (security cameras, doorbells, voice assistants)

• Familiarity with Alexa, Google Home, or HomeKit

• Experience of web services technologies and protocols (HTTP, JSON, XML, REST)

• Technical certifications (CompTIA A+, Network+, LPIC or similar)