Senior Support Engineer - Technical Services

The team of support engineers is technically skilled and have a wide scope of knowledge, but nevertheless the role of a senior support engineer will be an important development for the team to further strengthen the service level we provide for our customers.Being a senior support engineer means that you will focus on the following main tasks: * Communicate and agree with support engineers to give advice on difficult support cases, sometimes take on deeper investigations yourself, for example by setting up customer scenarios in the lab, to be able to extend troubleshooting * In special cases agree to take ownership of a case * Be available to participate in conference calls with customers in certain cases to help out in difficult troubleshooting scenarios * Have a key role in reaching the team goal for escalations to the product specialists * Document conclusions relating to support cases * Be available for deeper technical discussions with product specialists to be able to help out in prioritizing and solving problems, and suggest product improvements * Identify training needs together with the team leader, arrange training and conduct certain training yourself * At the discretion of the team leader be available to cover CST and phone support * Participate in the support lab maintenance team.The support engineers who you will work very closely with carry out the following main tasks: * Are available to take and solve incoming phone support calls and Axis Online Helpdesk cases. * Do extensive troubleshooting, authorize RMA, escalate cases, and follow up with product specialists. * Maintain a good level of communication and feedback to the customers throughout the resolution of a support case.The position involves a few travels a year within the EMEA regions.The Technical Services team for the EMEA regions primarily handles the technical support and associated services for our customers in Europe, Middle East, and Northern Africa, and has an extensive cooperation with regional sales offices.All functions are centralized to Lund, Sweden and we're currently a team of around 15 people.The team is also involved in authorizing product exchange under warranty (RMA), but the actual RMA handling is carried out by external partners.JOB QUALIFICATIONS As a senior support engineer you're technically skilled with experience in the relevant technical areas, but are as well able to listen to and to communicate with colleagues as well as with customers in a clear and structured way. * Good knowledge and hands-on experience in some or all of the following areas: LAN and WAN hardware (routers, firewalls etc.), camera/image technology, network protocols, electronics, and Windows operating systems including installation troubleshooting and management. * Ability to diagnose complex problems and communicate clearly over the telephone or written with both customers and internal staff. * Fluent in English (written and spoken). READY TO ACT?Axis is a company realizing the benefits of a diverse workforce.We know that diversity in groups creates a better working environment and promotes creativity, something that is fundamental for our success.Come join us!