Technical Support Engineer, Asset Protectionlululemon is an innovative performance apparel company for yoga, running, training, and other athletic pursuits. Setting the bar in technical fabrics and functional design, we create transformational products and experiences that support people in moving, growing, connecting, and being well. We owe our success to our innovative product, emphasis on stores, commitment to our people, and the incredible connections we make in every community we're in. As a company, we focus on creating positive change to build a healthier, thriving future.
In particular, that includes creating an equitable, inclusive and growth-focused environment for our people.Global Infrastructure and Cloud TeamThe Global Infrastructure and Cloud team is a world-class delivery group that builds and maintains the underpinnings of lululemon’s technology environment. We are multiple product and platform teams that share a passion for continuous and high-quality delivery and work closely with our internal teams and our business partners. With these business and technology partners we co-create a powerful roadmap to deliver amazing experiences to our guests with innovation, value, and reliability.A Day in the LifeYou work with the Asset Protection technology and business team members, the lululemon Educator Help Center (EHC service desk) team as well as our key vendor partners to facilitate communications and provide technical support for our core Asset Protection technologies including Solink intelligent video surveillance solution. This involves ensuring communication between these joint teams is occurring effectively and efficiently, and knowledge is being shared and where appropriate, documented in knowledgebase articles to enable the EHC team to provide the best support possible.
This will also include helping to identify areas to improve and streamline operational processes. Lululemon is a fast-moving organization, and the Technology Infrastructure Asset Protection team is no exception! This means you must be agile, adaptive to change, and a quick learner. You are eager and excited to pick up new skills and apply them to your day-to-day role.
You enjoy wearing multiple “hats” throughout the course of a week and you strive to become a subject matter expert on Solink and other Asset Protection technologies.The RoleTaking ownership and providing accurate & timely updates for tickets within the Asset Protection Solink queue (and others as appropriate) to help ensure SLAs and KPIs are met.Triaging, prioritizing, and assigning Asset Protection application issues and monitoring them through a full incident lifecycle, including with other lululemon teams and 3rd party vendors.Master both the technical applications and operational processes of how our Asset Protection technologies work and partner closely with our other cross-functional teams for continuous learning.Submitting, updating, and monitoring tickets through lululemon’s ServiceNow application as well as our 3rd party ticketing systems as appropriate.Disciplined and organized to establish and work a daily operational routine.Defining requirements for new or modified ServiceNow forms and workflows, submitting intake tickets for such, engaging with the technical team for clarifications and status and assisting with testing.Contribute to the improvement of Asset Protection support processes, knowledgebase resources and implementation of new standards.Demonstrate professional and effective communication skills to support users, cross-functional partners and 3rd party vendors. This may come in all forms of communication: Telephone, email, remote sessions and in-person.Build a positive working relationship with other team members, 3rd party vendors, and cross-functional partners.Participate as a project resource as and when required.Flexible to support limited international hours on occasion.About the Successful Candidate• Strong desire to Recognize, Raise and Resolve issues, following through is your strong suit!• Takes ownership and follows through on tasks; drives decisions; results oriented.• Advocate for the Asset Protection end user with positive, optimistic, and authentic energy.• Critical thinker who can lead problem-solving efforts often involving vendors and other support personnel and/or organizations.• Ability to make integral decisions, build trust, and work in a team environment.• Excellent interpersonal skills with strong written and verbal communication skills (great at explaining technical things to non-technical people!)• Flexible and able to handle multiple priorities and willing to be involved in new responsibilities.Must Have2+ years of work experience directly related to technology operations, troubleshooting, etc.Completed degree or diploma in IT related field and 1+ year work experience directly related to IT support.Strong working knowledge in MS-Windows and MS-Office applications.Understanding of basic IT Networking and/or hands on experience.Familiarity and understanding of network architecture diagrams.Possesses an entrepreneurial spirit and continuously innovates to achieve great results.Communicates with honesty and kindness and creates the space for others to do the same.Leads with courage, knowing the possibility of greatness is bigger than the fear of failure.Fosters connection by putting people first and building trusting relationships.Integrates fun and joy as a way of being and working, aka, doesn’t take themselves too seriously.Nice-to-HaveExperience working with Asset Protection technologies.Experience with ServiceNow and especially using the Fulfiller portal and/or other ticket logging applications.Experience with using Meraki interface to check IPs, VLANs, etc.Experience using Atlassian Confluence and/or Jira to document and track work.Experience managing and working alongside external IT support vendors.Experience using diagraming tools such as draw.io, Miro, Visio, LucidChart, etc.