Tech Support Engineer

Job Summary

Provides technical support to customers for ARRIS products or to ARRIS partner products as they diagnose, troubleshoot, repair, debug, and maintain products. Reports design, reliability, and maintenance problems or bugs to the design engineers/software engineers. May be involved in customer installation and training. Provides support to customers/users for products that are highly technical or sophisticated. After hours, and on‑call support may be required.

General Summary

The Technical Support Engineer (TSE) will be responsible for providing first‑level Technical Support for various technologies in CommScope products to our ANS customers.

Duties & Responsibilities

• Be the first technical point of contact for the customer
• Should possess the ability to manage critical (S1) cases soon after the training
• Demonstrate the ability to work with the Escalation team and/or Engineering teams to manage escalated cases
• Work closely with SE (Sales Engineering) teams internally on larger networks and more complex issues
• Identify customers’ problems/issues and assist them to resolve issues while consistently providing great Customer Experience
• Identify and reproduce customer technical problems in a test/lab environment
• Work on day‑day tickets, follow up with clients, provide feedback, and seek problems through resolution
• Ensure proper case documentation and closure
• Generate clear and concise documentation in the form of case notes, technical tips, articles, and white papers
• Contribute to the knowledge base by creating KB articles
• Notify and discuss with Senior, Staff, Senior Staff or Principal Engineers on calls and emails that require assistance
• Timely handoff (escalation) of cases that require advanced technical investigation by the Escalation Team
• Manage customer expectations and make sure the customer is receiving the highest quality of service
• Document customer issues for future reference and build a knowledge base of the solutions given to the customer
• Actively participate in training and improve product and process knowledge
• Strict adherence to Service Level Agreement KPIs
• Understand the SLA’s and work/align style of working towards meeting them

Skills Required

• 0-2 years of customer support experience
• Bachelor’s degree in systems Engineering, or related field
• Multiple language skills (English & Spanish)
• Preferably worked as a Tech Support engineer
• Excellent written and oral communication ability, including formal presentation skills to customers, partners, and support teams
• Networking Basic expertise
• Linux Basic Expertise
• Experience providing support to direct customers, resellers, and field personnel in resolving company product-related issues
• Experience working in a support lab environment for problem replication

Additional Qualifications

• Working Knowledge of Salesforce and JIRA
• Experience working with Linux, Bash, Python scripting
• Experience working in (or with) a vendor: Cisco, Juniper (routers, switches), Arista, Extreme Networks, Dell, HP, Alcatel.
• Relevant industry accreditations/certifications: CCNA, CCNP- R&S, JNCIA, JNCIS-ENT/DC

Equal Opportunity Statement

Vistance Networks is an Equal Opportunity Employer (EEO), including people with disabilities and veterans.