Sr. Customer Support Engineer at Logitech

United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Hardware, Software, Video ConferencingIndustries

Requirements

Expert knowledge of video conferencing and AV products
Expert/Advanced knowledge of Windows and Mac OS
Excellent working knowledge of video conferencing applications such as Zoom, MS Teams, and Google Meet
Advanced knowledge of computer networking and operating systems
Familiarity with Android-based devices (beyond cellular phones) desirable
Familiarity with iOS devices desirable
Excellent communication skills both verbal, oral, and interpersonal
Excellent 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/Portuguese skills are a plus, spoken and written
Proven experience in a technical support capacity, with strong videoconference (VC) troubleshooting experience (preferable)
Experience providing remote technical support (preferable)
Experience providing high-touch support to Enterprise accounts (preferable)
Technical certifications beneficial, but not required
Bachelor’s degree in Computer or Electronic and Communication Engineering or equivalent degree/relevant experience preferred

Responsibilities

Resolve technically complex support issues reported by 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 answer non-escalated phone calls and email support tickets to ensure department service level 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 commitments
Be compassionate, respectful, and honest
Troubleshoot and find solutions to difficult technical problems, mainly for Logitech’s Paid Services support for video conferencing solutions, and occasionally for other enterprise software (MS, Zoom, Google)
Communicate with customers via phone, email, or video calls, and provide high-touch service across global organizations, partnering with ITDMs to maintain conference room spaces or assist with deployments

Skills

Key technologies and capabilities for this role

Customer SupportTroubleshootingVideo ConferencingMicrosoftZoomGoogleTechnical SupportConference Room SystemsIT SupportRoot Cause Analysis

Questions & Answers

Common questions about this position

What are the key qualifications required for this Senior Customer Support Engineer role?

Candidates must have expert knowledge of video conferencing and AV products, expert/advanced knowledge of Windows and Mac OS, excellent working knowledge of video conferencing applications such as Zoom, MS Teams, and Google Meet, and advanced knowledge of computer networking and operating systems. Familiarity with Android-based devices and iOS devices is desirable.

What is the salary or compensation for this position?

This information is not specified in the job description.

Is this Senior Customer Support Engineer role remote or office-based?

This information is not specified in the job description.

What is the company culture like at Logitech for this role?

Logitech emphasizes being yourself, open, hungry and humble, collaborating, challenging others, and sharing passion for equality and the environment. Success requires a great attitude, enjoying helping customers timely and pleasantly, being compassionate, respectful, and honest.

What makes a strong candidate for this Senior Customer Support Engineer position?

Strong candidates demonstrate expert technical knowledge in video conferencing, AV products, OS, networking, and apps like Zoom and Teams, combined with excellent verbal and written communication skills, a positive attitude, and the ability to own customer relationships while collaborating across teams.

Logitech

Designs and sells computer peripherals and accessories

About Logitech

Logitech designs and manufactures computer peripherals and digital interaction tools, including keyboards, webcams, headsets, and mice. Their products enhance how users connect with the digital world, focusing on user experience and design. Logitech's offerings cater to a wide range of customers, from individual consumers to businesses and professional gamers, and are sold through various online and retail channels. What sets Logitech apart from competitors is their strong commitment to quality and continuous innovation, which allows them to meet the changing needs of their users and set industry standards. The company's goal is to improve digital interaction for everyone, ensuring customer satisfaction through excellent support and community engagement.

San Jose, CaliforniaHeadquarters

1981Year Founded

IPOCompany Stage

Consumer Software, Design, Consumer GoodsIndustries

5,001-10,000Employees

Benefits

Comprehensive medical, dental, and vision

Life insurance, and short- and long-term disability

Flexible spending accounts for health care, dependent care and commuter expenses

Generous paid time off and holidays

Employee Assistance Program

Wellness programs and gym/sport benefits & discounts

Company social events

Logitech product discounts

Tuition reimbursement plan

Fun environment - take a break and play a game!

Retirement plan benefits

Risks

Increased competition from brands like Razer and Corsair in gaming peripherals.

Supply chain vulnerabilities affect availability of crucial semiconductor components.

Stricter EU environmental regulations may increase production costs for Logitech.

Differentiation

Logitech's diverse brand portfolio caters to various consumer and enterprise needs.

The company is recognized for its innovative design and user experience focus.

Logitech's commitment to sustainability enhances its brand reputation.

Upsides

Growing demand for remote work solutions boosts sales of webcams and headsets.

The gaming industry's growth supports increased sales of Logitech's gaming peripherals.

Rising content creation platforms drive demand for Logitech's streaming equipment.

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