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Talent Network

Technical Support Engineer

Department: Customer Care

Location: Santa Barbara

Req#: 3553

We are seeking a passionate, experienced Technical Support Engineer to join our growing Customer Care team. 
In this role, you will use your advanced network engineering experience and strong, successful history of troubleshooting to tackle difficult problems.
You should have used network analysis tools and possess superior communication skills to articulate problems to customers as well as higher level engineering and management teams.
About You

Our band is large. And while there’s plenty of room for all kinds of personalities and skill sets to succeed, there are certain qualities that will help you thrive here.

Like a never-accept-less work ethic. An exceptionally low ego-to-talent ratio (none of the first, tons of the latter). A relentless craving to push past your limits and try new things. The smarts and the humble confidence to take on big challenges, make mistakes fast and early, embrace tough feedback, then recover quickly with fresh, startlingly perfect solutions. A fearless willingness to defend great work. And a tendency to totally geek out on music.

If this sounds like you, read on and let’s connect soon.

What You’ll Do
• Provide outstanding technical assistance to our customers through live troubleshooting and problem isolation. 
• Pro-actively take ownership of open issues and interface successfully with management and the engineering team.
• Ensure customer satisfaction through end-to-end management of each service request by maintaining service status, periodic review of calls with reference to escalation timeframe and timely closure. 
• Follow-up with the customer until the issue is resolved. 
• Identify, analyze and solve software and hardware issues.
• Constantly learn, expand and share your knowledge.
• Investigate, reproduce, and report bugs or interoperability problems between Sonos and 3rd party equipment.
• Contact customers with escalated tickets directly to troubleshoot and identify root cause of failure before recommending an appropriate solution.
• Manage Knowledge Base, FAQs and Forums to communicate important information to customers for self-help.
• Reproduce and thoroughly document issues that cannot be resolved for Tier 3 team.
• Assist with special company projects that require Sonos technical expertise.
• Provide exemplary support for high-profile (VIP) customers.
• Train members of the Customer Care team.
• Manage music partner outage process, troubleshoot commercial and/or residential network equipment and participate in alpha and beta testing support.
Skills You’ll Need
• Must love music!
• College degree, preferably in Computer Science, Engineering, IT or Network Administration (or 5 years equivalent experience).
• Certifications desired (CCNA, CWNA, MCSA, N+, A+) but not required.
• Minimum 2 years of experience in network engineering with high-end commercial equipment including configuration of managed switches.  
• College degree, preferably in Computer Science, Engineering, IT or Network Administration (or 5 years equivalent experience). 
• Experienced with home network troubleshooting and configuration including wireless configuration, router settings, and Internet security software. 
• Expert level Network engineer highly skilled in debugging TCP/IP (IPv4/IPv6).
• Wireless technology trouble shooting experience desired.
• Proficient in protocol level debugging with Wireshark, tcpdump or similar industry tools.
• Knowledge of Mac/PC, Android and iOS operating systems strongly desired. 
• Proven track record of delivering excellent customer support and customer advocacy. 
• Affinity and passion for new technology, wireless digital consumer products, all things electronic and digital audio.
• Ability to work independently, within a team and thrive in a small company environment. 
• Must have ability to assess and provide proactive advice or solutions.
• Must have excellent written, customer service and communication skills.
How to Audition
Apply now and if there is a strong match, you'll be invited for a first interview.
More About Our Band

In 2002, we set out to reinvent home audio for the digital age. Our mission–to fill every home with amazing sounding music. Yes, it was an ambitious goal. Challenging, too. And that hasn’t changed.

Since those early days, we’ve remained tirelessly focused on finding innovative ways to make listening out loud, with friends and loved ones, the truly transformative experience it should be. We’ve seen our vision capture the imaginations of music lovers in more than 60 countries, as we’ve continued to introduce products, software, and technologies that help people share the songs they love, discover new music they never knew existed, and experience richer, more musical lives.

At Sonos, we are building a team with extraordinary talent to help us fill every home with music. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.