Jabra Support Engineer, Tier 2

In the role as Jabra Support Engineer in Global Customer Experience you will contribute to our purpose of Bringing People Closer. You will manage escalated tickets solving them or maturing them for further escalation; all while maintaining the highest standard of being a Customer Geek.

The team you will be part of:

Global Customer Experience (GCX) Tier 2 Support Team are SMEs for all Jabra-branded devices and software. The team supports customers every day in experiencing the best Jabra has to offer. Furthermore the team plays a significant part in the development of our Tier 1 Support Team through organized training ticket analysis and Ask the Engineer sessions.

Internally the team is highly focused on learning from one another and growing together. We hold each other to the highest standards of product knowledge and customer support. We are proactive Jabra ambassadors who take immediate action no matter the size of the customers concern or the intricacy of the problem.
As Jabra Support Engineer you will report to the Manager for Jabra Tier 2 support.

Your contribution is appreciated and you will:

Resolve technical issues escalated by Tier 1 Support

Reproduce and resolve as many issues as possible and conduct sparring with Tier 3 colleagues when applicable

Ensure a thorough grasp of audio and video systems and their IT foundations

Stay updated on advanced unified communication and meeting room tools including Microsoft Teams Rooms and Zoom Rooms

Manage and oversee the tickets that are escalated to Tier 2 serving as the ticket owner and liaison for customers and stakeholders while the ticket is in Tier 2

Ensure that the customer escalation process is followed consistently within the Global Customer Experience Escalation Ladder

Propose and communicate findings to the Global Customer Experience Knowledge & Learning Center to update the Support Knowledge Base and online content

Provide training to Tier 1 Support Specialists

To perform well in the role we imagine that you:

High standard of personal integrity & professionalism

Bachelors degree in a related field or combination of relevant education and experience

Significant experience in a similar role

Familiar with test processes and methodologies an understanding of fault isolation

Proficient with Microsoft Office suite (Teams Word Excel OneNote)

Solid organizational time management communication and presentation skills

Ability to lead meetings present to an audience and conduct solution training.

Proficient in problem-solving and fault isolation with a clear understanding of logic-based testing.

Have a thorough understanding of modern audio and video technologies but also commonly used collaboration solutions from various vendors such as Teams Teams Rooms Zoom Zoom Rooms etc.

Experience installing and configuring headset/collaboration applications such as Zoom Rooms MTR and similar on Windows macOS Linux ChromeOS iOS Android environments including practical product implementation

Experience with similar products and solutions such as DECT and Bluetooth RF technology.

The capability to explain complex setups and solutions to a variety of audiences ranging in technical knowledge

Proficient in systematic and persuasive abilities

Ability to assist in building and supporting business cases

Fluent in English additional languages

Able communicator skilled in both written and verbal formats

Ability to travel up to 20%

At GN we pride ourselves on encouraging flexible working whenever possible. We trust our people to get the job done to know when in-person collaboration is better than hybrid and to be present when its needed most.

We encourage you to apply

Even if you dont match all the above-mentioned skills we welcome your application if you think you have transferrable skills. We highly value a mindset and motivation that align with our core values to not only ensure growth for you but for your team and the wider GN organization as well.

We are focused on an inclusive recruitment process

All applicants will receive equal consideration for employment. As such we encourage you to submit your CV without a photo to ensure an equal and fair application process.

Should you have any special requirements for the interview please let the Hiring Manager know upon accepting invitation to interview.

How to apply

Use the APPLY link. Applications are assessed on a continuous basis so dont wait to send yours.

On a time crunch

Feel free to only submit your up-to-date CV including a few sentences outlining your motivation for applying quick and easy.

If you would like to know more about the position please contact the Jabra Support Tier 2 Manager Dave Syas at

Join us in bringing people closer

GN brings people closer through our advanced intelligent hearing audio video and gaming solutions. Inspired by people and motivated by innovation we deliver technology that enhance the senses of hearing and sight. We enable people with hearing loss overcome real-life problems improve communication and collaboration for businesses and provide great experiences for audio and gaming enthusiasts.

We hope you will join us on this journey and look forward to receiving your application.

#LI-Jabra