Make your next big career move by applying as KMC Solutions’ next TECHNICAL SUPPORT ENGINEER

We are currently expanding our Technical Support team and looking for a Technical Support Engineer L3. This position will work closely with Level 3 team and Engineering groups worldwide.

The successful candidate must be technically oriented with a comprehensive knowledge and adequate experience of cloud technologies, camera security systems and troubleshooting with networking equipment, including but not limited to, routers, security appliances, switches, network storage and wireless products. The candidate must also have excellent time management skills. The chosen candidate will provide 3rd tier escalation support as primary responsibility as well as producing knowledge-based content on an as-needed basis to address product specific issues. The selected candidate will give guidance to our call centers and online support on addressing customer issues through various day to day tasks such as working hands-on with products to reproduce, test and validate product functionality prior (beta) and post launch (bug escaped to production). The candidate will interact with our customers and partners when dealing with product specific issues on our large portfolio of products.

On top of your salary, here are the exciting benefits you can look forward to:

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

The main responsibilities of a TECHNICAL SUPPORT ENGINEER L3 include:

• Manage and review third-level escalation support issues for all Arlo cameras and accessories.
• Replicate customer-reported issues to validate defects and escalate recurring problems to the engineering team.
• Participate in product testing to ensure quality and functionality.
• Review, validate, and create internal and external documents, including knowledge articles, for effective dissemination.
• Analyze customer calls and cases to identify product issues, prioritize areas for improvement, and recommend core changes to reduce recurring problems.
• Communicate effectively with customers and partners as needed to resolve escalated cases.
• Develop internal knowledge base articles and implement process plans to address common issues.
• Track and maintain reports on issues and cases for specific products.
• Coordinate with Subject Matter Experts (SMEs) on product launch-related tasks.
• Assist in product development to minimize potential issues and reduce call volume.
• Implement and execute projects aimed at improving support processes.
• Attend weekly team meetings and other ad hoc discussions as required.
• Collaborate with team members to ensure tasks and objectives are completed on time.

To apply, you must be an expert on the following requirements:

• Excellent communication and interpersonal skills both oral and written
• Strong collaborator across various functions to achieve a common goal.
• Capable of building productive relationships internally and externally across international team members.
• Action oriented individual with quick problem identification and remediation skills.
• Excellent analytical, organizational, prioritization, and time management skills.
• Fluent English language knowledge (C1)
• Extensive knowledge of IP camera technologies, cloud technologies and networking protocols and topologies are essential.
• Experience in Customer Support, in a technical/networking field. IP/Cloud based preferred.
• BS degree in a technical discipline or equivalent
• CCNA certified or equivalent networking experience.
• Knowledge of TCP, HTTPS, API, Wi-Fi and other wireless protocols (BLE, NFC)
• Experience with MS-Window/Linux networking, file systems and command lines.
• Mobile application (Android and iOS) troubleshooting experience
• Experience analyzing system logs from mobile devices, browsers and servers.
• 3 years of relevant experience.