Technical Support Engineer

Requisition ID: 61667- Location: Tijuana, Baja California, Mexico- Function: Services & Customer CareWork is no longer a place. It’s what you do. And how you do it. More fluid, more flexible, powered by your imagination and by some amazing technology

That’s where we come in. We are Poly. We outfit you with beautifully designed and engineered audio and video products so that YOU can do YOU. Wherever and whenever.

Join us as we pursue our disruptive vision to bring professional audio and video meeting technology and services to everyone. Be a part of our journey

**Your day to day**
- Interface with Poly's Certified Service Partners, external customers and internal sales team.
- Troubleshoot and resolve these challenges by employing comprehensive problem analysis and customer service skills. This troubleshooting is likely to involve addressing networking issues found in both LAN and WAN segments of modern IP networks
- Document accurate and detailed descriptions of problem descriptions, troubleshooting activity, and resolution data in the customer relationship management database system
- Gather, review and record any pertinent log files, traces, configuration, environmental information, and network topology data; This data will be used to analyze the problem at hand and synthesize solutions for the customer
- Utilize historical information gathered while resolving support requests to develop and submit technical articles to the centralized Poly knowledge base
- Potentially assist in Poly’s Beta program with an intention to use the knowledge gleaned in the field to continually improve Poly’s products and services
- Work in collaboration with members of the wider support team to develop one another technically
- Receive and potentially develop peer-to-peer training in appropriate Poly products and the specific ways they are integrated into larger networks and complex solutions

**What you bring to the team**
- You possess a proven ability to employ critical thinking and logic to analyse and troubleshoot problems to their root cause
- You possess excellent customer service and communications skills
- You possess Strong understanding of the fundamental operations of a modern IP network
- You possess Basic understanding of the Microsoft suite, including - but not limited to - Client/Server OS, AD (LDAP), SQL, Skype for Business/Teams, Exchange, & Office 365
- You have the ability to communicate in spoken and written English
- You have of any of the following technical certifications:

- Net+ (CompTia Network+ or another Associate-level Network certification)
- WCNA (Wireshark Certified Network Analyst)
- MCA (Microsoft Certified Administrator)
- Poly CVE (Certified Videoconferencing Engineer)
- SSCA (Sip School Certified Associate)
- You have 2-4 years of customer support experience in a call-center or technical support environment
- You have a Bachelor’s degree
- You have the ability to communicate in multiple languages

**Our Culture**

At Poly, leadership principles aren't just something we talk about, they're something we live and breathe. We believe in creating a work environment where people feel empowered, supported, and included -where trust and transparency are built into the way we work - where creativity, curiosity, and continuous improvement are encouraged and nurtured every day.
- **C3 - Customer. Customer. Customer**: Customer obsession is everyone’s job. You enjoy solving customers’ problems - big or small. You work closely with customers, channel partners and their teams to deliver innovative solutions.
- **Raise the Bar**: You take pride in your work and know details matter. You know that shavings make a pile. You seek every opportunity to continuously improve teams, products, and processes.
- **Communicate Courageously**: You speak with candor but aren't a jerk. You constructively challenge your teammates to get to the best possible outcome or decision. Once a decision is made, you fully align and stay aligned.
- **Onward and Upward**: You learn from the past but focus on the future. You rapidly adapt to changes in the marketplace. You help to create solutions that move the company forward with energy, momentum, and results.
- **Own It**: You know your business, your customers, and your team - inside and out. You don't sacrifice long-term value for short-term results. You act with integrity, spend money like it’s your own, and put Poly first.
- **Take the Leap**: Speed matters in business. You encourage and require those around you to think strategically and act decisively. Poly values calculated risk taking.
- **Ride Together**: We are one team. We do what we say we’ll do, we treat each other with respect, we have each other’s back, and we hold each other accountable.
- **Leaders Lead**: You know you are part of a larger global community and make decisions as good stewards of the earth, its resources and its people.

**Our Commitment as an Equal Opportunity Employer**

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