Senior Customer Support Engineer

Job title: Senior Customer Support Engineer

About the Role Logitech's Paid Services Team seeks a Senior Customer Support Engineer in the AMR region to troubleshoot and resolve complex video conferencing and related enterprise software issues, with a focus on paid services for meeting rooms. You will deliver high-touch support to global customers, partner with ITDMs, and help keep conference rooms running while driving root-cause analysis and knowledge sharing.

What You'll Do

• Resolve technically complex support issues reported by customers and team members, with clear and proactive communication.
• Own the technical relationship with customers and manage expectations.
• Collaborate with department leadership and product engineers to address bugs, compatibility and issues that go beyond standard troubleshooting.
• Provide ad hoc feedback on trends and new issues.
• Answer non-escalated phone calls and email tickets to meet SLAs when needed.
• Contribute to knowledge base documentation and training materials for internal and external customers.
• Deliver a consistent customer experience that aligns with Logitech commitments.
• Be compassionate, respectful and honest in all interactions.

What We're Looking For

• Proven knowledge of video conferencing and AV products.
• Expert/advanced knowledge of Windows and Mac OS.
• Strong working knowledge of Zoom, Microsoft Teams and Google Meet.
• Advanced knowledge of computer networking and operating systems.
• Familiarity with Android-based devices and iOS devices is desirable.
• Excellent communication and customer service skills; ability to learn quickly and troubleshoot new technologies.
• Experience handling extremely complex issues and collaborating with engineers.
• Solid experience with MS Office 365, Exchange, Azure AD and SSO.
• Professional English; Spanish or French skills are a plus.
• Background in technical support, remote high-touch support, and enterprise accounts.
• Bachelor's degree in Computer/Electronic/Communication Engineering or equivalent experience.

Nice to Have

• Technical certifications beneficial but not required.
• Experience providing high-touch enterprise support.
• Familiarity with remote technical support tools and processes.

Compensation & Benefits

• Salary: USD 78,000–112,000 per year.
• Benefits include Medical, Dental, Vision, 401(k) (Traditional and Roth), FSA, ESPP, Life Insurance, Disability, Adoption & Surrogacy Assistance, Tuition Reimbursement, Commuter Benefits, PTO, Holidays, Bereavement Leave, Paid Parental Leave, Wellness Programs, HSA, Expert Medical Opinions, Identity Theft Protection, Group Legal Plan, Donations Matching, Employee Discounts, and more.