Principal Technical Support Engineer, Sonos

• Strong technical leader with 10+ years’ experience in 2nd and 3rd level technical support escalation support and debugging of TCP/IP (IPv4/IPv6, DNS, mDNS, SSDP, HTTP, SSL , UPnP, and Multicast) networks and routing protocols in Enterprise environments
• Technical Degree in Computer Science Engineering, Electrical Engineering, RF Engineering or related experience
• 4+ years experience extracting, manipulating and analyzing data to recommend and/or take action
• 4+ years experience documenting business or technical requirements, processes and workflows
• Communicate effectively with customers, stakeholders, senior leadership and technical specialists
• Experience making decisions independently with little oversight, as well as excellent time management skills while working on multiple ongoing projects
• Experience diving into and learning new technologies
• Has the ability to read source code as it relates to SW functionality and design
• Strong analytical and problem-solving skills

Desirable

• 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
• This position is considered hybrid, allowing for a combination of remote work and in-office collaboration
• 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 HW product or SW feature for release with a focus on technical system serviceability
• You will ensure that our technical support teams have what they need to solve product or customer experience challenges
• You will ensure all product releases inherently have capabilities to identify exceptions, faults and scope of impact
• 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, management, development and customer experience support teams to drive positive change in Sonos products, services and support
• Create requirements, test and ensure support needs are met for new or existing Sonos products or features
• Foster relationships cross functionally across the company as a technical advocate for our customers and the Customer Experience organization
• Be engaged and own the investigation and tactical response for the most critical escalations, including pervasive bugs and potential product defects
• Mentor the junior Technical Support team members as a primary component of your daily work
• Create technical training material and support documentation for a larger support team audience related to 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 present recommendations provided at an executive level