Technical Support Engineer

What the role needs

• In our ‘always on’ world, we believe it’s essential to have a genuine connection with the work you do.
• Serve as a technical point of contact for customer support cases and clarify reported issues.
• Troubleshoot networking, Linux, broadband, server, and related platform issues using a structured approach.
• Reproduce and investigate issues in a test or lab environment, analyze available technical information, and document findings.
• Manage assigned cases through resolution, provide timely customer updates, and maintain accurate case notes.
• Escalate complex issues with a clear technical handoff and collaborate with support, engineering, and account teams.
• Create or update knowledge-base articles, troubleshooting notes, and reusable solutions.
• Participate in product and process training and adapt to changing priorities, schedules, and business needs.
• Foundational knowledge of computer networking and Linux, including a methodical approach to troubleshooting.
• Clear written and verbal communication skills, with the ability to explain technical information to different audiences.
• Strong customer focus, ownership, attention to detail, and ability to manage multiple priorities.
• Ability to collaborate effectively, accept feedback, and escalate when additional expertise is needed.

From the employer

In our ‘always on’ world, we believe it’s essential to have a genuine connection with the work you do. As a Technical Support Engineer you would provide frontline technical support for broadband and networking products. The role investigates customer issues, reproduces problems in a lab environment, communicates findings, and works with engineering and escalation teams to drive cases to resolution. You must be responsive, flexible and able to succeed within an open collaborative peer environment. How You'll Help Us Connect the World: • Serve as a technical point of contact for customer support cases and clarify reported issues. • Troubleshoot networking, Linux, broadband, server, and related platform issues using a structured approach. • Reproduce and investigate issues in a test or lab environment, analyze available technical information, and document findings. • Manage assigned cases through resolution, provide timely customer updates, and maintain accurate case notes. • Escalate complex issues with a clear technical handoff and collaborate with support, engineering, and account teams. • Create or update knowledge-base articles, troubleshooting notes, and reusable solutions. • Participate in product and process training and adapt to changing priorities, schedules, and business needs. Required Qualifications for Consideration: • Bachelor's degree in Computer Science, Computer Engineering, Systems Engineering, Information Technology, Networking, or a related technical field with 2-5 years of relevant experience; or an Associate's degree in a related technical field with 0-2 years of relevant experience. • Foundational knowledge of computer networking and Linux, including a methodical approach to troubleshooting. • Clear written and verbal communication skills, with the ability to explain technical information to different audiences. • Strong customer focus, ownership, attention to detail, and ability to manage multiple priorities. • Ability to collaborate effectively, accept feedback, and escalate when additional expertise is needed. • Equivalent combinations of relevant education, training, certifications, and experience may be considered where appropriate. You Will Excite Us If You Have: • Experience in technical support, help desk, engineering lab, networking, or customer service environments. • Hands-on experience with network equipment from Cisco, Juniper, Arista, Extreme Networks, Dell, HPE, Alcatel, or similar vendors. • Exposure to cable or broadband technologies, including CMTS and cable modems. • Experience with servers, virtualization, containers, scripting, cloud platforms, or home lab environments. • Relevant certifications, or progress toward certification, such as CCNA, JNCIA, or an equivalent networking credential. • Additional language skills, including Spanish. Our salary ranges consider a wide variety of factors, including but not limited to benchmarking by independent third-party consultants, skill sets, years of experience, training, education, geography, and other business needs. Depending on experience, the range can be higher for candidates with exceptional experience and a demonstrated history of successful performance. This position's expected total compensation (base salary) is $69,700.00-$104,400.00 Important Note: Work Authorization: This position does not offer visa sponsorship now or in the future. Candidates must be authorized to work in the United States on a permanent basis without current or future employer sponsorship. This includes candidates whose current work authorization, such as F-1 OPT or STEM OPT, would require employer sponsorship to continue working in the U.S. in the future. What Happens After You Apply: Learn how to prepare yourself for the next steps in our hiring process by visiting https://jobs.vistancenetworks.com/content/How-We-Hire/?locale=en_US Why Join Us? Vistance Networks shapes the future of communications technology, pushing past what is possible. We deliver solutions that bring reliability and performance to a world always in motion. Our global team of innovators and employees are trusted advisors who listen to customers first, then deliver value. If you want to grow your career alongside bright, passionate, and caring people who strive to create what's next…..come connect to your future at Vistance Networks. Vistance Networks is an Equal Opportunity Employer (EEO), including people with disabilities and veterans.