Technical Support Engineer, Tier 2 - AMPAC (CCC)

Position Purpose

Let’s be honest. We’re intense about all things audio. Innovation defines us. We have big ideas that push us to new limits.

We’re blowing up the charts and changing the way people experience music in the home.

Are you ready to rock?

SONOS is seeking a passionate, experienced Tier 2 Support Engineer to join our growing Customer Care team.

In this role, you will use your advanced network engineering experience and strong, successful history of troubleshooting to tackle difficult problems.

The ideal candidate has used network analysis tools and possesses superior communication skills to articulate problems to customers as well as higher level engineering and management teams.

If you love solving challenging network and software problems with a focus on quality, then we want to hear from you! Responsibilities:

Investigate, reproduce, and report bugs or interoperability problems between Sonos and 3rd party equipment.

Contact customers with escalated tickets directly to troubleshoot and identify root cause of failure before recommending an appropriate solution.

Manage Knowledge Base, FAQs and Forums to communicate important information to customers for self-help.

Reproduce and thoroughly document issues that cannot be resolved for Tier 3 team.

Provide exemplary support for high-profile (VIP) customers.

Train members of the Customer Care team.

Manage music partner outage process, troubleshoot commercial and/or residential network equipment and participate in alpha and beta testing support. Qualifications:

Minimum 2 years of experience in network engineering with high-end commercial equipment including configuration of managed switches.

College degree, preferably in Computer Science, Engineering, IT or Network Administration (or 5 years equivalent experience).

Proven track record of delivering excellent customer support and customer advocacy.

Affinity and passion for new technology, wireless digital consumer products, all things electronic and digital audio.

Ability to work independently, within a team and thrive in a small company environment.

Must have ability to assess and provide proactive advice or solutions

Must have excellent written, customer service and communication skills.More about Sonos:In 2002, we set out with a goal – to reinvent home audio for the digital age. Our vision was simple - fill every home with music and make listening a valued experience again. We’re making it easy for everybody to listen to the music they love in every room of their home. To hear the songs they love, to discover new music they never knew existed, and to appreciate it all with the highest sound quality.We’re doing it all over the world – In more than 60 countries, in seven languages through thousands of retailers. We’re constantly looking for ways to improve the experience – with new products, new software and continually investing in ways to provide our customers the best experience possible. We’re doing what we set out to do. Changing the way people listen to music – one home at a time.

Job Summary

  • Cambridge, MA, US
Date Posted:
23 Jul 2014
Technical & Customer Support