{"id":126079,"url":"https://alion.io/job/gn-group-jabra-support-engineer-tier-2","title":"Jabra Support Engineer, Tier 2","company":{"id":4595,"name":"GN Group","domain":"gn.com","url":"https://alion.io/company/gn-group","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":90,"open_postings":15,"ghost_share":0,"stale_share":0.6,"repost_share":0,"time_to_fill_p50_days":20,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Delhi, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Gmail","optional":false},{"name":"Linux","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-08-26T00:00:00Z","employer_posted_date":"2026-08-26","last_verified_at":"2026-10-28T21:10:46Z","board_verified":true,"closed_at":null,"days_open":64,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":64},"description":"In the role as Jabra Support Engineer in Global Customer Experience you will contribute to our purpose of Bringing People Closer. You will manage escalated tickets, solving them or maturing them for further escalation; all while maintaining the highest standard of being a Customer Geek.\nThe team you will be part of:\nGlobal Customer Experience (GCX) Tier 2 Support Team are SMEs for all Jabra-branded devices and software. The team supports customers every day in experiencing the best Jabra has to offer. Furthermore, the team plays a significant part in the development of our Tier 1 Support Team through organized training, ticket analysis, and “Ask the Engineer” sessions.\nInternally, the team is highly focused on learning from one another and growing together. We hold each other to the highest standards of product knowledge and customer support. We are proactive Jabra ambassadors who take immediate action, no matter the size of the customer's concern or the intricacy of the problem.\nAs Jabra Support Engineer you will report to the Manager for Jabra Tier 2 support.\nYour contribution is appreciated, and you will:\n· Resolve technical issues escalated by Tier 1 Support\n· Reproduce, and resolve as many issues as possible and conduct sparring with Tier 3 colleagues when applicable\n· Ensure a thorough grasp of audio and video systems and their IT foundations\n· Stay updated on advanced unified communication and meeting room tools, including Microsoft Teams Rooms and Zoom Rooms\n· Manage and oversee the tickets that are escalated to Tier 2, serving as the ticket owner and liaison for customers and stakeholders while the ticket is in Tier 2\n· Ensure that the customer escalation process is followed consistently within the Global Customer Experience Escalation Ladder\n· Propose and communicate findings to the Global Customer Experience Knowledge & Learning Center to update the Support Knowledge Base and online content\n· Provide training to Tier 1 Support Specialists\nTo perform well in the role, we imagine that you:\n· High standard of personal integrity & professionalism\n· Bachelor’s degree in a related field or combination of relevant education and experience\n· Significant experience in a similar role\n· Familiar with test processes and methodologies, an understanding of fault isolation\n· Proficient with Microsoft Office suite (Teams, Word, Excel, OneNote)\n· Solid organizational, time management, communication, and presentation skills\n· Ability to lead meetings, present to an audience, and conduct solution training.\n· Proficient in problem-solving and fault isolation, with a clear understanding of logic-based testing.\n· Have a thorough understanding of modern audio and video technologies but also commonly used collaboration solutions from various vendors, such as Teams, Teams Rooms, Zoom, Zoom Rooms, etc.\n· Experience installing and configuring headset/collaboration applications such as Zoom Rooms, MTR, and similar on Windows, macOS, Linux, ChromeOS, iOS, Android environments, including practical product implementation\n· Experience with similar products and solutions, such as DECT and Bluetooth RF technology.\n· The capability to explain complex setups and solutions to a variety of audiences ranging in technical knowledge\n· Proficient in systematic and persuasive abilities\n· Ability to assist in building and supporting business cases\nFluent in English, additional languages\n· Able communicator skilled in both written and verbal formats\n· Ability to travel up to 20%\nAt GN we pride ourselves on encouraging flexible working whenever possible. We trust our people to get the job done, to know when in-person collaboration is better than hybrid, and to be present when it's needed most.\nWe encourage you to apply\nEven if you don’t match all the above-mentioned skills, we welcome your application if you think you have transferrable skills. We highly value a mindset and motivation that align with our core values, to not only ensure growth for you, but for your team and the wider GN organization as well.\nWe are focused on an inclusive recruitment process\nAll applicants will receive equal consideration for employment. As such, we encourage you to submit your CV without a photo to ensure an equal and fair application process.\nShould you have any special requirements for the interview, please let the Hiring Manager know upon accepting invitation to interview.\nHow to apply?\nUse the ‘APPLY’ link. Applications are assessed on a continuous basis, so don’t wait to send yours.\nOn a time crunch?\nFeel free to only submit your up-to-date CV including a few sentences outlining your motivation for applying - quick and easy.\nIf you would like to know more about the position, please contact the Jabra Support Tier 2 Manager, Dave Syas, at .\nJoin us in bringing people closer\nGN brings people closer through our advanced intelligent hearing, audio, video, and gaming solutions. Inspired by people and motivated by innovation, we deliver technology that enhance the senses of hearing and sight. We enable people with hearing loss overcome real-life problems, improve communication and collaboration for businesses and provide great experiences for audio and gaming enthusiasts.\nWe hope you will join us on this journey and look forward to receiving your application.","description_format":"text","description_chars":5320,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Flexible schedule"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Headphones & Audio","Computer Peripherals","Hearing Care & Audiology"],"lifecycle":[{"event":"open","at":"2026-08-26T00:00:00Z"}],"visa":[],"liveness":{"score":7,"band":"cold","label":"Long shot","p_open":1,"p_active":0.212,"p_room":0.35,"age_days":64,"expected_fill_days":20,"reasons":["conf:8","stale_co","win:tail"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/gn-group-jabra-support-engineer-tier-2","json_url":"https://alion.io/job/gn-group-jabra-support-engineer-tier-2.json","meta":{"generated_at":"2026-10-29T06:33:20Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9919,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4595},"rest":"https://alion.io/mcp/rest/get_company?id=4595"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgn-group-jabra-support-engineer-tier-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgn-group-jabra-support-engineer-tier-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgn-group-jabra-support-engineer-tier-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/gn-group-jabra-support-engineer-tier-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgn-group-jabra-support-engineer-tier-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":126079}},{"tool":"search_jobs","arguments":{"company":"gn.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":126079},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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