Sr. Customer Support Engineer

Job Overview Logitech is searching for a Senior Customer Support Engineer in the AMR region who will focus on troubleshooting and resolving complex technical problems for Logitech’s Paid Services video conferencing solutions. The role will primarily support video conferencing products but may also address issues with other enterprise software such as Microsoft Teams, Zoom, and Google Meet, via phone, email or video calls. Responsibilities Resolve technically complex support issues reported by customers and 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 our commitments. Demonstrate compassion, respect and honesty in all interactions. Key Qualifications Strong knowledge of video conferencing and AV products. Strong knowledge of Windows and Mac OS. Excellent working knowledge of video conferencing applications such as Zoom, Microsoft Teams and Google Meet. Proven knowledge of computer networking and operating systems. Good working knowledge and skills in Microsoft Office 365, Exchange, Azure AD and SSO. Excellent verbal, oral and interpersonal communication skills. Exceptional 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. Professional level English; Spanish or French skills are a plus (spoken and written). Desirable: Familiarity with Android‑based devices beyond cellular phones, familiarity with iOS devices, technical certifications. Proven experience in a technical support capacity with strong video conference troubleshooting experience, providing remote technical support, and delivering high‑touch support to Enterprise accounts. Location & Compensation Full‑time, hybrid work culture. The role is focused on identifying hybrid candidates near Dallas, TX. Salary range typically between $78,000 and $112,000, depending on location and experience. Benefits Medical, Dental, Vision Coverage Traditional and Roth 401(k) Plans Flexible Spending Accounts Employee Share Purchase Plan (ESPP) Life Insurance, Disability Coverage, Adoption and Surrogacy Assistance, Tuition Reimbursement, Commuter Benefits, Paid Time Off, Paid Holidays, Bereavement Leave, Paid Parental Leave Wellness Programs, Health Savings Account, Access to Expert Medical Opinions, Identity Theft Protection, Breast Milk Delivery to Nursing Mothers on Business Travel, Group Legal Plan, Donation Matching, Employee Product Discounts, Auto, Home, and Pet Insurance Equal Opportunity All qualified applicants will receive consideration for employment without regard to race, sex, age, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability. #J-18808-Ljbffr