Technical Services Escalation Engineer

Axis Communications • Chelmsford, MA

19h

About The Position

The Technical Services Escalation Engineer will be part of the Tier III Technical Services team and serve as the primary escalation point for Tier II Technical Service Engineers (TSE). This position requires a deep understanding of Axis products and solutions, and a proven ability to troubleshoot and resolve complex issues. Acting as the primary, technical escalation point for Tier II, the TSEE will directly assist customers by troubleshooting cases across all support channels. The TSEE will focus on reducing escalations by working directly with other members of the Technical Services team to debrief resolved escalated cases. Axis Communications enables a smarter, safer world by creating innovative solutions for improving security and business performance. As a network technology company and industry leader, they offer solutions in video surveillance, access control, intercom, and audio systems, enhanced by intelligent analytics applications. With around 6000 committed employees in over 50 countries, they collaborate with partners worldwide, fostering a friendly, open, and collaborative culture, united by a commitment to inclusion, diversity, and sustainability.

Requirements

• Strong communication skills (written/verbal)
• Excellent customer service skills
• Aptitude and interest in educating others
• Ability to deliver and receive feedback that helps the team improve in its day-to-day activities
• Collaborative and ability to work cross-functionally with TSSs and Product Specialists
• Detailed problem solving
• Time management skills and the ability to prioritize based on business and customer needs
• Existing Level II, Level III, or Senior TSE
• 2-3 years’ Axis experience with a demonstrated subject matter expert in at least one Axis area of specialty and proficiency in all others
• Bachelor’s degree or equivalent experience in technology

Responsibilities

• Handle escalated cases from Tier II and troubleshoot directly with customers via case and phone support
• Respond to and engage Team Leads requests to directly assist with escalated and/or challenging customer issues as needed
• Maintain subject matter expertise on Axis products, solutions and/or technologies
• Work directly with Technical Service Specialists (TSS) group to resolve customer issues, identify product issues, update documentation, and complete other tasks as directed
• Develop and deliver knowledgebase articles, white papers, and “how to” guides aimed at educating TSEs based on data from escalations
• Debrief resolved escalated cases with the respective Tier II TSE to identify training needs for both the individual and team levels
• Partner closely with TSSs to identify possible product issues and proactively monitor and identify trends in customer inquiries
• Actively monitor new case queues and provide feedback to give TSEs a “head start” on how to troubleshoot
• Activate and resolve new Helpdesk cases from the queue as needed

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees