Principal Technical Support Engineer

Principal Technical Support Engineer

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 is a hybrid position, allowing for a combination of remote work and in-office collaboration. Qualified applicants must live within commuting distance of our Boston, MA; Seattle, WA or Goleta, CA office locations.

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.

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, 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.

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, 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.

Preferred Qualifications:

• Strong technical background with an ability to rapidly learn new technologies.
• Data certifications and hands on experience working with Tableau, Kibana, OpenSeach, MicroStrategy, Datadog or similar data vi