Technical Services Escalation Engineer

Axis Communications

$90,000 - $105,000 py
Not specified
Deep understanding of axis products
Troubleshoot and resolve complex issues
Subject matter expertise on axis products
Axis Communications is seeking a Technical Services Escalation Engineer to join their Tier III Technical Services team. The role focuses on troubleshooting complex technical issues, providing support to Tier II Technical Service Engineers, and enhancing customer service through collaboration and knowledge sharing

Job Summary

  • Serve as the primary escalation point for Tier II Technical Service Engineers, troubleshooting complex customer issues across all support channels.
  • Focus on reducing escalations by debriefing resolved cases and identifying training needs for the Technical Services team.
  • Develop and deliver knowledgebase articles, white papers, and guides to educate TSEs based on escalation data.

Matching Summary

Match Score: 85

Axis Communications is seeking a Technical Services Escalation Engineer to join their Tier III Technical Services team. The role focuses on troubleshooting complex technical issues, providing support to Tier II Technical Service Engineers, and enhancing customer service through collaboration and knowledge sharing.

Salary

$90,000 - $105,000

Skills & Requirements

Must-have

  • Deep understanding of Axis products
  • Troubleshoot and resolve complex issues
  • Subject matter expertise on Axis products
  • Develop knowledgebase articles
  • Collaborate with TSSs and Product Specialists

Nice-to-have

  • Interest in educating others
  • Ability to deliver and receive feedback
  • Proactively monitor trends

Key Requirements

  • Existing Level II, Level III, or Senior TSE
  • 2-3 years’ Axis experience
  • Demonstrated subject matter expert in at least one Axis area
  • Bachelor’s degree or equivalent experience

Work Rights

Not specified

Tailored Resume

Cover Letter