Manager, Technical Support Engr

Vistance Networks; Apodaca; Presencial; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

Vistance Networks is seeking a Manager, Technical Support Engr to lead a team delivering high-quality support for networking and telecommunications products. You will drive customer satisfaction through effective troubleshooting and process optimization.

You will mentor engineers, oversee daily operations, and collaborate with product and engineering teams to resolve complex issues while monitoring performance metrics and ensuring policy compliance.

Formación

• Requires a Bachelor's degree in Engineering, CS, or related field.
• 5+ years in technical support, with at least 2 years in a leadership role.
• Strong knowledge of networking technologies (Wi-Fi, Ethernet, IP) and related protocols.
• Excellent problem-solving and communication skills; English proficiency mandatory.

Responsabilidades

• Manage and mentor a team of technical support engineers.
• Oversee daily operations of the support team, ensuring timely resolution of customer issues.
• Develop and implement support strategies to improve efficiency and customer experience.
• Collaborate with product and engineering teams to elevate and resolve complex issues.
• Monitor support metrics and generate performance reports.
• Ensure compliance with company policies and industry standards.
• Provide technical guidance and training to team members.

Conocimientos

Networking knowledge

Leadership

Problem-solving

Communication

CRM systems

English proficiency

Educación

Bachelor's degree in Engineering/CS

Herramientas

Salesforce

ServiceNow

Descripción del empleo

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Manager, Technical Support Engr

Location: Apodaca, Other, Mexico, 66628

Role Summary: The Tech Support Manager leads a team of technical support engineers to deliver high-quality support for CommScope’s networking and telecommunications products. This role ensures customer satisfaction through effective troubleshooting, team leadership, and process optimization.

Key Responsibilities:

• Manage and mentor a team of technical support engineers.
• Oversee daily operations of the support team, ensuring timely resolution of customer issues.
• Develop and implement support strategies to improve efficiency and customer experience.
• Collaborate with product and engineering teams to elevate and resolve complex issues.
• Monitor support metrics and generate performance reports.
• Ensure compliance with company policies and industry standards.
• Provide technical guidance and training to team members.

Qualifications:

• Bachelor’s degree in Engineering, Computer Science, or related field.
• 5+ years of experience in technical support, with at least 2 years in a leadership role.
• Strong knowledge of networking technologies (e.g., Wi-Fi, Ethernet, IP).
• Excellent problem-solving and communication skills.
• Experience with CRM and ticketing systems (e.g., Salesforce, ServiceNow).
• High proficiency in English is mandatory.

Preferred Skills:

• Familiarity with Aurora products.
• ITIL certification or similar process management experience.

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.

RUCKUS Networks delivers purpose-driven enterprise networks that enable superior business outcomes in demanding environments. Our solutions combine AI-powered automation, proactive network assurance, and context-aware security, providing exceptional performance with simplified management.

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.

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