Technical Support Engineer

Vistance Networks, Inc.; New South Wales; On-site; AUD 70,000 - 100,000; Full time

Job summary

Vistance Networks is seeking a 24x7 Technical Support Engineer to assist customers and internal teams across CMTS/CCAP, NXT, CorView, ATS, Cable Modems and related hardware. You will investigate issues, reproduce faults, and coordinate with Tier-4 teams to drive resolutions.

The role requires a technical bachelor's degree, strong English communication, and the ability to travel for on-site engagements and training sessions. On-call duties rotate to ensure 24/7 coverage.

Qualifications

• Bachelor's degree in a technical field with strong communication skills.
• Experience in customer-facing technical support or similar role.
• Ability to diagnose issues and coordinate cross-functional teams.

Responsibilities

• Provide 24x7 technical support for customers and internal teams via phone or email.
• Investigate, reproduce, and resolve customer problems with Tier-4 and Sustaining Eng.
• Perform fault reproduction, system characterization, and root-cause analysis.
• Collaborate with Optical Design for Fiber optics network concepts.
• Travel on-site for Fiber Optics and related services and training.
• Support trials and Field Validation projects as needed.
• Record issues and progress using Call Tracking and Knowledge Base tools.
• Suggest process improvements and communicate them clearly.
• Perform other duties as required.

Skills

2+ years experience

Communication skills

Written & presentation skills

English proficiency

Customer service background

Education

Bachelor's degree in Engineering or Computer Science

Tools

CRM tools

Knowledge Base

Call tracking systems

Job description

In our ‘always on’ world, we believe it’s essential to have a genuine connection with the work you do.

How You'll Help us Connect the World:

• Provide 24x7 technical support for Company customers and other internal employees via phone or email, for Company/Pace HFC products including CMTS/CCAP, NXT, CorView, ATS, Cable Modems and various 3rd party hardware, EMS and NMS. This includes handling customer cases during business hours and being on-call for emergencies on a rotating Schedule.
• Perform investigation and analysis, problem reproduction, and resolution of customer problems; Work closely with Tier-4 Tech Support and Sustaining Engineering groups to resolve customer issues.
• Perform fault reproduction and troubleshooting, system characterization and analysis, root cause analysis of product issues up to and including drafting product Field Bulletins and opening Product Defects with the engineering teams.
• Work closely with Optical Design team to provide Fiber Optics network design such as Fiber-Deep, RfoG, PON etc...
• Travel and Perform Professional Services on-site for Fiber Optics, HFC, NXT testing and implementation in addition to the delivery of additional services like training sessions.
• Travel to customer locations to support trouble shooting and also may help out other groups in support of trials possibly long with Field Validation projects.
• Utilize Call Tracking and Knowledge base tools to record customer reported issues and progress as being issue to resolution.
• Provide initiatives for improvement of support processes; communicate these in an accurate and timely manner.
• Perform other duties as required.

SKILLS REQUIRED

• Bachelor's degree with technical focus, preferably Engineering or Computer Science degree and 2+ years relevant experience
• Display a breadth of knowledge in devices key to deploying the solution or application in the network. This includes the ability to discuss other vendor’s products and capabilities as related to network interaction.
• Has broad system understanding of how operators use product in the field. Ability to solve complex issues by identifying the scope of the problem and pooling necessary resources (i.e., H/W, S/W, Verification etc.)
• Possesses understanding of cable telephony/broadband concepts and services as well as the direction in which the industry is moving.
• Experience in Customer Service or similar technical support position
• Demonstrate effective writing and presentation skills to all levels of management
• Strong organizational, communication and interpersonal skills.
• Familiar with CRM tools (call tracking, knowledge Base, etc.)
• Ability to interface with Company design and other teams using proficient spoken and written English.

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.