• Location
    • Remote
  • Date Posted
  • Aug. 16, 2021
  • Function
  • Technical & Customer Support
  • Sector
  • Entertainment

Remote - United States

Hilversum, Netherlands

Santa Barbara, CA

Boston, MA

Remote - US California

Gelderland, NL

This is a position with flexibility to work remotely in the United States or the Netherlands.

At Sonos we want to create the ultimate listening experience for our customers and know that it starts by listening to each other. As part of the Sonos team, you’ll collaborate with people of all styles, skill sets, and backgrounds to realize our vision while fostering a community where everyone feels included and empowered to do the best work of their lives.

The Principal Technical Support Engineer owns support readiness for Sonos Hardware and Software products for our global Customer Experience support team. In this role, you will work with product teams throughout the development cycle to prepare the product or feature for release. You will train, mentor and empower support engineers across the organization by documenting debugging practices and applications. In this highly visible position, you will identify and lead product quality initiatives with a cross functional global product engineering and Customer Experience support team to drive positive change in Sonos products, services and support.

What You’ll Do

  • As the lead technical representative from CX, you will create requirements, test and ensure support requirements are met for new or existing Sonos products or features
  • Create a support debug process and related documentation to be provided to Level 1 and 2 support organizations for proper technical investigation of product issues
  • Foster relationships cross functionally across the company as a technical advocate for our customers and the Customer Experience organization
  • As a technical leader, you will be engaged and will own the investigation and tactical response for the most critical escalations
  • You will mentor the junior Technical Support team members as a primary component of your daily work
  • Create training material for a larger support team audience related to the troubleshooting process and best practices
  • Evolve current support tool and support process capabilities with measurable impact to support team efficiency and quality
  • Isolate negative support and product experience trends with insights and recommendations provided at an executive level

What You’ll Need

Basic Qualifications

  • Strong technical leader with 10+ years’ experience in 3rd level technical support escalation role debugging TCP/IP (IPv4/IPv6) in Enterprise environments
  • Technical Degree in Computer Science Engineering or related experience
  • Data certifications and hands on experience working with Tableau, Kibana, MicroStrategies, Datadog or related data visualization tools
  • 4+ years experience extracting, manipulating and analyzing data to recommend and/or take action
  • 4+ years experience documenting business requirements, processes and workflows

Preferred Qualifications

  • Strong technical background with an ability to rapidly learn new technologies
  • Comfortable making hard decisions using a blend of quantitative and qualitative inputs
  • Able to define vision and strategy, in addition to solid results-driven execution
  • Able to influence at all levels of the organization with strong communication skills
  • Proficiencies with debugging desktop and mobile (iOS, Android) environments
  • Wireless technology troubleshooting experience
  • Scripting experience (Python/Ruby/Go/Perl)
  • Content Delivery Network, Amazon Web Services, Microsoft Azure or other Cloud technology experience desirable
  • Highly proficient with protocol level debugging with Wireshark, tcpdump or similar industry tools