Description
In this position, you will be the primary interface for managing and driving customer issues to resolution. ECS (Engineering Customer Support) is the highest level of technical expertise before engagement with the Development teams.
You will be working with Poly's Video Conferencing Endpoint line of Products such as the G7500, X30/X50, and Poly cameras. Knowledge in troubleshooting these products is a big plus! The candidate will need to excel in Troubleshooting skills for both Network and product System Log analysis.
The ECS role involves supporting Poly Global Support for day-to-day customer issues. You will also be responsible for assisting Product Management in planning of software fixes and features that affect the Poly customer base. In addition, in this role you will be the advocate for the customer for issues from the field and the logistics for delivering software fixes that surround those issues. Day to day work will include taking on our most challenging customer issues and working to analyze, reproduce, and ultimately driving them to resolution with the Product Management or Development teams.
A successful candidate must have excellent written and oral English language communications skills. Candidate must be a self-starter, highly motivated and take great pride in their work.
Responsibilities
- Excellent troubleshooting skills and methodical approach to troubleshooting
- Expert level experience with Poly Video products, and MTRoA products
- Ability to read and analyze network packet captures
- Skills in basic network administration
- Knowledge of advanced network configurations
- Knowledge of Teams transport protocols
- Experience in administering Microsoft products and technologies such as Azure AD, Intune, Teams, and product licensing
- Experience with Android and Linux based operating systems
- Knowledge of Zoom transport protocols
- Knowledge of USB protocols and troubleshooting
- Experience using and basic configuration of Active Directory
- A working knowledge of various testing tools used for Video, HDMI, Network capture, USB, etc.
- Knowledge of HTTP, HTTPS, DNS, TCP, RTP
- Excellent technical writing skills to help author and maintain support documentation (administrator guides, field notes, etc.)
- Basic Teams administration skills a plus
- Knowledge of SIP RFCs a plus
- Knowledge of SIP Call flow a plus
Experience and Education
- 6 years VOIP experience at a T3 level or higher w/ 4 year technical degree or 4 years experience w/ Masters degree
- 6 years Videoconferencing experience at a T3 level or higher w/ 4 year technical degree or 4 years experience w/ Masters degree
Compensation
The pay range for this role is $137,000.00 - $160,000.00 USD annually with additional opportunities for pay in the form of bonus and/or equity (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.
Benefits:
- Health insurance
- Dental insurance
- Vision insurance
- Long term/short term disability insurance
- Employee assistance program
- Flexible spending account
- Life insurance
- Generous time off policies, including;
- 4-12 weeks fully paid parental leave based on tenure
- 11 paid holidays
- Additional flexible paid vacation and sick leave