Technical Services Escalation Engineer

The Technical Services Escalation Engineer will be part of the Tier III Technical Services team and serve as the primary escalation point for Tier II Technical Service Engineers (TSE). This position requires a deep understanding of Axis products and solutions, and a proven ability to troubleshoot and resolve complex issues. Acting as the primary, technical escalation point for Tier II, the TSEE will directly assist customers by troubleshooting cases across all support channels. The TSEE will focus on reducing escalations by working directly with other members of the Technical Services team to debrief resolved escalated cases.

Responsibilities:

• Handle escalated cases from Tier II and troubleshoot directly with customers via case and phone support

• Respond to and engage Team Leads requests to directly assist with escalated and/or challenging customer issues as needed

• Maintain subject matter expertise on Axis products, solutions and/or technologies

• Work directly with Technical Service Specialists (TSS) group to resolve customer issues, identify product issues, update documentation, and complete other tasks as directed

• Develop and deliver knowledgebase articles, white papers, and “how to” guides aimed at educating TSEs based on data from escalations

• Debrief resolved escalated cases with the respective Tier II TSE to identify training needs for both the individual and team levels

• Partner closely with TSSs to identify possible product issues and proactively monitor and identify trends in customer inquiries

• Actively monitor new case queues and provide feedback to give TSEs a “head start” on how to troubleshoot

• Activate and resolve new Helpdesk cases from the queue as needed

Essential Skills:

• Strong communication skills (written/verbal)

• Excellent customer service skills

• Aptitude and interest in educating others

• Ability to deliver and receive feedback that helps the team improve in its day-to-day activities

• Collaborative and ability to work cross-functionally with TSSs and Product Specialists

• Detailed problem solving

• Time management skills and the ability to prioritize based on business and customer needs

Education and Experience:

• Existing Level II, Level III, or Senior TSE

• 2-3 years’ Axis experience with a demonstrated subject matter expert in at least one Axis area of specialty and proficiency in all others

• Bachelor’s degree or equivalent experience in technology

Physical Demands:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical Demands: Employee is occasionally required to lift 20-25 lbs. 

• Occasional travel required – up to 30%

Target Salary:

The approximate pay range for this role is $90,000 - $105,000. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Actual compensation will be dependent on factors, including but not limited to, the individual's qualifications, experience, knowledge, skills, and abilities, as well as physical work location within the state.

Certain roles at Axis require background checks, which means applicable verifications will be done in these recruitments. Notice will be provided before we take any action.

We enable a smarter, safer world by creating innovative solutions for improving security and business performance. As a network technology company and industry leader, we offer solutions in video surveillance, access control, intercom, and audio systems, enhanced by intelligent analytics applications.

With around 6000 committed employees in over 50 countries, we collaborate with partners worldwide. Together, we thrive in our friendly, open, and collaborative culture and inspire each other to think beyond the expected. United by our commitment to inclusion, diversity, and sustainability, we consistently seek to develop our skills and way of working.

Let´s create a smarter, safer world

For more information about Axis, please visit our website www.axis.com.

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