L3 Technical Support SME
Carlsbad, CA

Job Description

General Summary:

The candidate must be technical oriented person with comprehensive experience in network design, implementation and troubleshooting with networking equipment, including routers, security appliances, switches, IOT products. The person will be providing 3rd tier escalation support on as needed basis to address product specific issue, providing guidance to our call centers on addressing customer issues through various day to day tasks such as working hands-on with various products to reproduce, test and validate product functionality prior and post launch. The candidate will be producing knowledge base content as his/her primary responsibility along with attending to specific product launch requirements. The candidate will be working closely with Tiger Team/SWAT Team from call centers to get more advanced skills. The secondary role will be to provide training to other teams on as needed basis, create training content under the direction of training lead for new product launches. Manage and address request from other support teams in regards to issues, knowledge base request, meetings, training, specific customer situation. Primary role also includes New Product launch Support Readiness, Provide Arlo Support Metrics, Top Call drivers, user experience to Management Team.

Principal Duties and Responsibilities:

* Review and manage 3rd level escalations support issues for IOT products.
* Replicate customer reported issues to provide validation of defects to engineering for repeat issues.
* Participate in product testing to assist in the new product release process.
* Review/validate/create internal and external documents and knowledge articles for internal and public dissemination.
* Analyze customer calls/cases to identify product problems in the field to determine core areas of improvement and prioritize core changes to support for reduction of learned issues in field
* Develop and conduct technical training to support staff and/or Netgear partners under cooperation from the training lead
* Create Knowledge base articles and implement process plan to address common issues
* Track and maintain reports on issues and cases for specific products
* Maintain Support Lab equipment
* Validate Beta outcome and complete bug scrub for NPI
* Amazon review management. Defer action to other teams as needed by creating a process to address it.
* New Product Introduction process tasks need to be managed and documented
* Coordinate with Engineering during NPI to deliver high level knowledge to others. Coordinate with training and L3 for other tasks specific to product launch.
* Product development assistance to prevent issues or call generation
* Implementation of Projects to improve support
* Attend weekly meetings for NPI and Support Improvement objectives
* Coordinate with other team members to make sure tasks and objectives remain on track

General Summary:

The candidate must be technical oriented person with comprehensive experience in network design, implementation and troubleshooting with networking equipment, including routers, security appliances, switches, IOT products. The person will be providing 3rd tier escalation support on as needed basis to address product specific issue, providing guidance to our call centers on addressing customer issues through various day to day tasks such as working hands-on with various products to reproduce, test and validate product functionality prior and post launch. The candidate will be producing knowledge base content as his/her primary responsibility along with attending to specific product launch requirements. The candidate will be working closely with Tiger Team/SWAT Team from call centers to get more advanced skills. The secondary role will be to provide training to other teams on as needed basis, create training content under the direction of training lead for new product launches. Manage and address request from other support teams in regards to issues, knowledge base request, meetings, training, specific customer situation. Primary role also includes New Product launch Support Readiness, Provide Arlo Support Metrics, Top Call drivers, user experience to Management Team.

Principal Duties and Responsibilities:

* Review and manage 3rd level escalations support issues for IOT products.
* Replicate customer reported issues to provide validation of defects to engineering for repeat issues.
* Participate in product testing to assist in the new product release process.
* Review/validate/create internal and external documents and knowledge articles for internal and public dissemination.
* Analyze customer calls/cases to identify product problems in the field to determine core areas of improvement and prioritize core changes to support for reduction of learned issues in field
* Develop and conduct technical training to support staff and/or Netgear partners under cooperation from the training lead
* Create Knowledge base articles and implement process plan to address common issues
* Track and maintain reports on issues and cases for specific products
* Maintain Support Lab equipment
* Validate Beta outcome and complete bug scrub for NPI
* Amazon review management. Defer action to other teams as needed by creating a process to address it.
* New Product Introduction process tasks need to be managed and documented
* Coordinate with Engineering during NPI to deliver high level knowledge to others. Coordinate with training and L3 for other tasks specific to product launch.
* Product development assistance to prevent issues or call generation
* Implementation of Projects to improve support
* Attend weekly meetings for NPI and Support Improvement objectives
* Coordinate with other team members to make sure tasks and objectives remain on track