Senior Customer Support Engineer

About the role

Logitech is seeking a Senior Customer Support Engineer to resolve high‑complexity enterprise support issues, primarily for Logitech’s Paid Services video‑conferencing solutions. The role involves phone and email communication with customers and occasional work on other enterprise software.

Key responsibilities

• Resolve technically complex support issues reported by customers or team members.
• Maintain clear, concise, and positive communication, including proactive follow‑up with customers, team members, and product engineers.
• Collaborate with leadership and stakeholders to address bugs, compatibility issues, and other problems that cannot be solved with standard troubleshooting.
• Provide ad‑hoc feedback on trends and new issues, and assist with knowledge‑base documentation and training materials.
• Answer non‑escalated phone calls and email tickets as needed to meet service level agreements.

Required profile

• Minimum 5 years of technical support experience, with at least 3 years in video‑conference troubleshooting.
• Strong verbal and written English communication skills.
• Ability to quickly learn and troubleshoot new technologies and handle extremely complex technical issues.

Required skills

• Expert knowledge of video‑conferencing and AV products, Microsoft Teams, Zoom, Google Meet.
• Advanced knowledge of computer networking, firewalls, SIP/H323, VoIP.
• Advanced knowledge of Windows, macOS, PC troubleshooting, and Android‑based devices.
• Proficiency with MS Office 365, Exchange, Azure AD, and SSO.