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Technical Support Engineer

Job Description

We are looking for a talented Technical Support Engineer for our Customer Care Technical Support team to support our Magic Leap Spatial Computing system that provides a realistic 3D augmented environment on top of the real world. This position will provide hands-on technical support to customers with a focus on solving complex problems by isolating, analyzing, and providing resolution as well as developing subject matter expertise within the customer support department.

Responsibilities

This is not a full and comprehensive list and responsibilities may change through the course of employment:

• Provide technical support for Magic Leap One products and services.
• Provide technical support to clients, businesses, partners, and internal employees leveraging superior client management and problem-solving skills to find solutions with a minimal need to engage escalation resources.
• Provide technical support to the sales and demo team to ensure the best possible experience for guests and potential customers when they are trying Magic Leap One products.
• Reproduce field issues and conduct independent research in order to find solutions to reported problems.
• Collaborate on complex technical issues with internal software and hardware developers/engineers to investigate issues and to become a subject matter expert on ML products in Sales Ops and Customer Care.
• Record, update, manage, and summarize all assigned cases.
• Escalate cases as necessary and track cases through to closure.
• Create technical articles, helping to improve client’s self-help capabilities and drive a Knowledge-Centered Support Model.
• Identify known product problems and share with Level 1 support teams, leveraging knowledge base and diagnostic tools.
• Lead technical training for Level 1 support teams and sales support teams
• Effectively manage many different tasks simultaneously
• Based troubleshooting attempted and diagnostics data, determine when warranty exchanges are required and process in SAP.
• Take on additional tasks as needed to ensure the success of Customer Care team

Qualifications

• Passion for customer care and customer satisfaction.
• Enjoys working with customers.
• Excellent verbal and written communication skills.
• 1+ year of experience in a technical support environment (or equivalent)
• Excellent client-facing skills
• Ability to learn quickly and understand complex technological issues
• Excellent analytical skills with the ability to recommend viable solutions with minimal supervision
• Excellent time management skills
• Willingness to step outside existing role to take on other tasks as needed in support of Customer Care team
• Experience with CRM/Case management preferred
• Experience with CSS coding a plus
• Languages: Fluent in English required; additional languages a plus

Education

• Degree in Engineering, IT-related discipline, or equivalent
• MS is preferred

Additional Information

• All your information will be kept confidential according to Equal Employment Opportunities guidelines.

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