Senior Customer Support Engineer

Role Overview Senior Customer Support Engineer – Paid Services Team (AMR Region) Key Responsibilities Resolve technically complex support issues reported by customers and other team members. Maintain clear, concise, and positive communication for all cases, including proactive follow‑up with customers, team members, and product engineers. Own the technical relationship with customers and manage their expectations. Collaborate with department leadership and stakeholders to address bugs, technical issues, compatibility problems, and non‑standard troubleshooting challenges. Provide ad‑hoc feedback about trends and new issues. Answer non‑escalated phone calls and email support tickets as needed to meet service level agreements. Assist with the creation of knowledge‑base documentation and training materials for internal and external customers. Deliver a consistent customer experience that meets or exceeds commitments. Key Qualifications Proven knowledge of video‑conferencing and AV products. Expert/advanced knowledge of Windows and macOS. Excellent working knowledge of Zoom, Microsoft 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 verbal, oral, and interpersonal communication skills. Excellent customer‑service skills. Ability to learn and troubleshoot new technologies quickly. Ability to handle extremely complex technical issues, including working with engineers when necessary. Good working knowledge of MS Office 365, Exchange, Azure AD, and SSO. Professional level English; Spanish or French a plus (spoken and written). Proven experience in a technical support role with strong video‑conferencing troubleshooting experience (preferable). Strong history of providing remote technical support (preferable). Experience delivering high‑touch support to enterprise accounts (preferable). Technical certifications beneficial, but not required. Education Bachelor’s degree in Computer, Electronics or Communication Engineering or equivalent industry experience. Location & Work Arrangement Hybrid work culture. Candidates should be located near the Dallas, TX Metro Area or Toronto, Canada Metro Area. Compensation & Benefits Annual base salary typically between $78K and $112K, depending on location and experience. Benefits include medical, dental, vision, 401(k) plans, flexible spending accounts, employee share purchase plan, life and disability insurance, adoption and surrogacy assistance, tuition reimbursement, commuter benefits, paid time off, paid holidays, bereavement leave, paid parental leave, wellness programs, health savings accounts, expert medical opinions, identity theft protection, and more. Equal Employment Opportunity Statement 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 disability. #J-18808-Ljbffr Logitech