Technical Customer Support, Support Sr. (Printing Specialist)

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges. Being part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve.   You’ll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about—locally and globally. Come make an impact every day at Zebra.

This role is responsible for driving customer satisfaction and operational efficiency by resolving complex, escalated technical issues across our industrial, mobile, and RFID printing portfolios. Utilizing deep hardware and software expertise, the successful candidate will diagnose complex print engine failures, address high-tier calibration challenges, and ensure maximum uptime for critical business environments. Additionally, you will maintain standard-setting response times and proactively contribute to the continuous improvement of the Technical Support Team’s printing diagnostic tools and processes. Advanced Hardware & Software Troubleshooting Hardware Maintenance:   Expertly diagnose, troubleshoot, and repair print engines , label printers, and mobile printing units to significantly reduce customer downtime. System Calibration:   Configure menus, test sensors, and perform precise printhead adjustments to ensure optimal barcode and RFID readability. Software Integration:   Utilize industry-leading tools, including   Zebra Setup Utilities   and   ZebraDesigner , for seamless device configuration and custom label design. Customer Success & Escalation Management Serve as the primary escalation point for resolving highly complex, diverse technical issues that require deep data analysis and critical thinking. Deliver exceptional technical support to customers via telephone, email, and chat, demonstrating active listening and empathy in high-pressure situations. Translate highly technical concepts into simple, easy-to-understand terms for both customers and internal management. Leadership & Process Improvement Act as a mentor and escalation point to support and guide less experienced agents on the team. Develop, refine, and improve support processes, tools, and platform developments to enhance the overall customer experience. Analyze data and prepare detailed reports on the effectiveness and efficiency of the support center. Build and maintain strong relationships with vendors, internal technical teams, business leaders, and technology partners.

Education:   Bachelor’s Degree or equivalent vocational qualification/experience in a related technical field.

4 to 5 years of proven experience in technical support, with a strong emphasis on hardware maintenance (printing devices, RFID, and mobile technology highly preferred). Technical Proficiency:   Full understanding of job-related procedures and intermediate to advanced skills in Microsoft Office (Word, Excel, Outlook). Communication Skills:   Exceptional verbal and written communication skills; ability to provide clear, concise information using proper professional language. Core Competencies: Strong customer service orientation with a dedication to resolving issues effectively. Solid professional work behaviors (attendance, teamwork, time management). Advanced problem-solving skills and the ability to evaluate moderately complex factors. Intermediate to advanced skills in task delegation and follow-up. Why Join Us? We offer a collaborative environment where your technical expertise is valued, and your career