Technical Support Engineer - Customer Experience in Glasgow

Join to apply for the Technical Support Engineer - Customer Experience role at Sonos, Inc. 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 realise our vision while fostering a community where everyone feels included and empowered to do the best work of their lives.

Hybrid Position – This position is considered hybrid, allowing for a combination of remote work and in‑office collaboration. Qualified applicants must live within commuting distance of our Glasgow office locations and should expect to be in office approximately 3 days per week.

The Technical Support Engineer works directly with our customers on escalated cases to isolate and resolve product‑related technical issues in production environments (HW, SW products or 3rd party integrations). Your focus is to identify, document and solve product challenges impacting customer experience negatively. You will log bugs and follow up with product engineering, program and release teams to drive improvement. You will work in a support role on projects solving customer experience issues and capturing critical feedback on both the Sonos product and third‑party products.

The ideal candidate is a decisive, action‑oriented individual who takes ownership of open issues and works them through to resolution while communicating courteously and effectively with both customers and team members. They should effectively troubleshoot problems, conduct research, and find answers to customer questions. They must be a team player who is also able to work independently and remotely (depending on locale). Ideal candidates will also have an affinity and passion for new technology, consumer electronics, and digital music.

What You’ll Do

• Work with escalated customers to solve their technical issues with Sonos and third‑party products including networking equipment.
• Support 3rd‑party partner support teams across pre and post product HW and SW releases via established process.
• Investigate, reproduce, and document bugs or interoperability problems between Sonos and 3rd‑party equipment.
• Troubleshoot commercial and/or residential network and audio visual equipment as it relates to Sonos integrations in production and pre‑production.
• Work with internal and external engineers and developers, as well as third parties to root cause and solve escalated issues.
• Author knowledge base articles and technical bulletins to communicate important information to the global support team.
• Provide exemplary support for high‑profile (VIP) customers.
• Participate in an on‑call (after‑hours) rotation schedule to provide direct reactive support for escalated service impacting outages and escalated VIP (end‑customer’s).
• Investigate and support potential product safety incidents received by front line support teams.

What You’ll Need

Basic Qualifications

• 2+ years of network engineering or advanced technical support in a wide range of environments from residential to commercial.
• Proficiency in TCP/IP and computer networking.
• Prior technical support experience.
• Experience in system installation, design or network management, ideally both B2C and B2B.
• Expertise in commonly‑used network protocols as well as Wireshark familiarity.
• Advanced wireless networking knowledge and product experience.
• Comfortable reconfiguring and testing network devices.
• Candidates should be comfortable working on both PC and Mac platforms.
• Excellent written and verbal communication skills.
• Ability to establish effective working relationships with business partners outside of Customer Experience.
• Ability to identify growing customer dissatisfaction and identify opportunities to improve products and services for our customers.

Preferred Qualifications

• Undergraduate degree or equivalent experience in Computer Science, Engineering, IT or Network Administration.
• Familiarity with reviewing and editing simple code, scripts and macros.
• Experience installing a/v systems in high end residential and commercial environments.
• Knowledge of Agile development methodologies.
• Familiarity with Linux.
• Understanding of audio streaming formats beneficial.

Research shows that candidates from underrepresented backgrounds often don’t apply for roles if they don’t meet all the criteria. If you don’t have 100% of the skills listed, we strongly encourage you to apply if interested.

Visa Sponsorship: Sonos is unable to sponsor or take over sponsorship of an employment visa for this role at this time. We ask that applicants be authorized to work for any UK employer, both now and in the future. 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.