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Principal Technical Support Engineer
| Hours | Full-time, Part-time |
|---|---|
| Location | Boston, Massachusetts |
About this job
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.
This role can be done from home
Building the world's leading sound experience starts with the experience we provide for our people. That's why we've been distributed from the start: initially between offices in Boston & Santa Barbara, and now with additional offices in Seattle, San Francisco & Paris. This role can be done from anywhere in the United States or Canada- any of our offices, or remotely from home. It's about impact, not location.
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 and Customer Experience support team to drive positive change in Sonos products, services and support.
What You'll Do
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
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
What You'll Need
Basic Qualifications
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, MulticastI) 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
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
Preferred Qualifications
Strong technical background with an ability to rapidly learn new technologies
Data certifications and hands on experience working with Tableau, Kibana, MicroStrategy, Datadog or related data visualization tools to isolate scope of impact with data
Serviceability/Supportability role experience with consumer electronics (IoT) products or similar with the ability to voice concerns with functionality during product development
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
Has the ability to read source code as it relates to SW functionality and design
Experience with Agile Software Development methods
Highly proficient with protocol level debugging with Wireshark, tcpdump or similar industry tools
Familiarity with Linux and audio streaming formats beneficial
#LI-remote
At Sonos we consider a wide range of factors when determining compensation, which may lead individual compensation to vary depending on job related qualifications, skills, and experience. All full time employees are eligible for merit increases, discretionary bonuses, and equity. Our job postings may span more than one career level and the base pay range may be modified in the future based on changing market conditions. The starting base pay for this role for all US candidates is between:
$130,000 and $144,700Please note that compensation details listed in US job postings reflect the base salary only, and do not include bonus, equity, or benefits.
We also offer a comprehensive benefits program with choice and flexibility in mind to help support the health, wealth, and overall well-being of our employees. Regular full time employees in the US are eligible for benefits on day one, including:
Medical, Dental, and Vision Insurance
A 401(k) plan with company matching and immediate vesting
An Open Time Off policy (OTO) so you have maximum opportunity to disconnect and recharge, with no tenure-based vacation accruals required
80 hours of sick time upon hire, refreshed annually
Up to 12 paid holidays per calendar year
12 weeks of paid Bonding Leave following the birth or adoption of a new child, plus up to an additional 12 weeks of Medical Leave for birthing parents under our Short Term Disability policy
Company-paid Disability, Life, and AD&D Insurance
Voluntary benefits, including Voluntary Life, AD&D, Accident, and Pet Insurance
Mental health benefits to support your holistic well-being
A generous employee discount program & paid streaming music services on the Sonos platform
For a holistic overview of our benefits, please visit .
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.
Your profile will be reviewed and you'll hear from us once we have an update. At Sonos we take the time to hire right and appreciate your patience.
Notice to U.S. Job Applicants: Sonos is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
Follow the links to review the and its . Sonos is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to accommodations@sonos.com and let us know the nature of your request and your contact information.