L3 Technical Support Specialist

What you will do:

We are looking for an L3 Technical Support Specialist to join our team and lead our efforts in the dynamic APAC region. While the focus of this role is the region, responsibilities are not limited to the region, this is a global role. Our team members operate with a high degree of autonomy and are expected to frequently coordinate their activities with their peers.

You will have worldwide responsibility for supporting the installation and service of our hardware solutions. These include but are not limited to RFID, Loss Prevention (AM, RF), Video Integrations, and certain OEM products. This team is the final point of escalation prior to engaging Engineering resources. Their primary interface is to Regional and Country Lead Technical Support resources to support the timely and proper installation and service of Sensormatic Hardware solutions.

How you will do it:

• Primary responsibilities are to directly deliver and coordinate L3 support activities in the APAC region. Secondary responsibilities are to provide L3 Technical Support globally.

• Work closely with Level 1 and Level 2 support teams, engineering, product development, and quality assurance teams to resolve issues. 
• Assist in root cause analysis and propose long-term solutions for recurring problems. 
• Create and maintain detailed technical documentation, including knowledge base articles, troubleshooting guides, and best practice job aids. 
• Develop and share deep product expertise, including training internal support teams as needed. 
• Evaluate system performance and operation, create and pursue improvements to enhance functionality and reliability. 

• Troubleshoot and diagnose RFID tags, readers, antennas, middleware, and associated software. 
• Troubleshoot and diagnose problems related to AM and RF based Loss Prevention systems and devices, including associated integrations and applications.
• Document and analyze test results and work with firmware and hardware engineers to identify root cause of issues.
• Document technical issues using digital tools, including but not limited to using Jira.
• Work within department to assist in testing and system setup as directed. This is a hands-on position; you will be required to install and configure systems to execute required evaluations.

• Serve as the final escalation point for resolving complex hardware and system integration issues. Provide detailed and effective communication with partners, and internal teams during the resolution process. 
• Lead routine regional (APAC) and global technical discussions and manage escalations with professionalism and efficiency. 

• This position is office (lab) based in our Singapore Regional HQ. Travel may be required up to 10% of the time

What we look for:

• Bachelor’s degree in technical field or 7 years’ equivalent technical experience
• Minimum 3 years’ experience with Sensormatic Hardware based RFID and Loss Prevention solutions with supporting RFID deployments a strong plus.
• General understanding of Engineering Standard Practices and scientific test methodologies
• Previous experience working with Engineering Groups to debug and report internal or external issues
• Experience configuring, connecting and managing devices onto Ethernet and wireless based networks including an understanding of basic networking including IP addressing: Gateways, DNS, DHCP.
• Hands on Electro-mechanical installation skills
• Must demonstrate excellent written and verbal communication skills in English. Must be able to organize and present ideas in a convincing and compelling manner to a small and large audience.
• Contributes to the creation of a team-based, collaborative environment, promoting candor and receptivity, clarity of purpose, and a commitment to achieve business goals.
• Must demonstrate superior ability to understand, analyze and assess a wide variety of complex business and/or technical issues. 
• Good knowledge of bug reporting and source control tools such as Jira.

• Experience with Jira, MQTT, Postman, REST and SOAP protocols a strong plus

• Moderate Windows and Linux Operating system knowledge.
• Wireshark knowledge for Network packet monitoring.

• General SDLC knowledge for both Agile and Waterfall.

What we offer:

• Competitive salary in a MNC environment
• Comprehensive benefits package
• On the job/cross training opportunities
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy

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