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About the Role
In this position, you will be the primary interface for managing and driving customer issues to resolution. ECS (Engineering Customer Support) is the highest level of technical expertise before engagement with the Development teams. You will be working with Poly’s Video Conferencing Endpoint line of Products such as the G7500, X30/X50, and Poly cameras. Knowledge in troubleshooting these products is a big plus! The candidate will need to excel in Troubleshooting skills for both Network and product System Log analysis.
Responsibilities
- Support Poly Global Support for day-to-day customer issues.
- Assist Product Management in planning software fixes and features affecting the Poly customer base.
- Act as the customer advocate for field issues and manage the logistics for delivering surrounding software fixes.
- Analyze, reproduce, and resolve challenging customer issues with Product Management or Development teams.
Requirements
- Excellent troubleshooting skills and methodical approach.
- Expert level experience with Poly Video products and MTRoA products.
- Ability to read and analyze network packet captures.
- Basic network administration skills.
- Knowledge of advanced network configurations.
- Knowledge of Teams transport protocols.
- Experience administering Microsoft products and technologies (Azure AD, Intune, Teams, product licensing).
- Experience with Android and Linux based operating systems.
- Knowledge of Zoom transport protocols.
- Knowledge of USB protocols and troubleshooting.
- Experience using and basic configuration of Active Directory.
- Working knowledge of various testing tools (Video, HDMI, Network capture, USB, etc.).
- Knowledge of HTTP, HTTPS, DNS, TCP, RTP.
- Excellent technical writing skills for authoring and maintaining support documentation.
- Basic Teams administration skills a plus.
- Knowledge of SIP RFCs a plus.
- Knowledge of SIP Call flow a plus.
Skills
- Troubleshooting
- Network Log Analysis
- Video Conferencing Products
- Network Packet Capture Analysis
- Network Administration
- Microsoft Product Administration
- Android
- Linux
- USB Protocols
- Active Directory
- Testing Tools
- HTTP
- HTTPS
- DNS
- TCP
- RTP
- Technical Writing
- Teams Administration
- SIP RFCs
- SIP Call Flow
Location
- United States of America
Work Type
- Full time
Experience Level
- 6 years VOIP experience at T3 level or higher
- 4 years VOIP experience with Masters degree
- 6 years Videoconferencing experience at T3 level or higher
- 4 years Videoconferencing experience with Masters degree
Education Level
- 4 year technical degree
- Masters degree
Salary/Compensations
- $137,000.00 - $160,000.00 USD annually
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Long term/short term disability insurance
- Employee assistance program
- Flexible spending account
- Life insurance
- Generous time off policies
- 4-12 weeks fully paid parental leave based on tenure
- 11 paid holidays
- Additional flexible paid vacation and sick leave
About the Company
- HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).
- Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.
- For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"
Equal Opportunity
- HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).
- Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.
- For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"