Tech Support Engineer

CommScope; Apodaca; Presencial; MXN 450,000 - 631,000; Jornada completa

Descripción de la vacante

A global communication solutions provider located in Apodaca is seeking a Tech Support Engineer. This role involves providing technical support for customers utilizing ARRIS products, addressing complex technical issues, and assisting with customer installations. Candidates should have at least 3 years of customer support experience, a Bachelor's degree in systems engineering, and proficiency in English and Spanish. Knowledge of networking and Linux is essential, along with strong communication skills. Join us to contribute to meaningful customer experiences and technical solutions.

Formación

• Minimum of 3 years of customer support experience.
• Strong hands-on experience with Linux-based systems.
• Experience providing support to direct customers and resellers.

Responsabilidades

• Be the first technical point of contact for the customer.
• Identify and reproduce customer technical problems.
• Generate clear documentation for cases and technical tips.

Conocimientos

Customer support experience

Technical expertise in networking

Excellent communication skills

Linux systems knowledge

Multi-language skills (English & Spanish)

Educación

Bachelor's degree in systems Engineering

Herramientas

Linux

Salesforce

JIRA

Descripción del empleo

Tech Support Engineer

Location: Apodaca, Other, Mexico, 66052

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

• Minimum of 3 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 Expertise:
  • OSI layers, TCP/IP, DHCP, DNS
  • Layer 2: Ethernet, 802.1q/p VLAN, ARP, STP, RSTP, MSTP, LACP
  • Layer 3: ICMP, TCP, GRE, QoS, VRRP
  • Routing protocols: BGP, OSPF
  • Security: 802.1X, Radius, TACACS+
  • SNMP, multicast (IGMP, IGMP-snooping), Firewalls, IPv6
  • Technical expertise in troubleshooting and resolving complex Layer 2/3 issues in
• Strong hands-on experience with Linux-based systems (installation, configuration, troubleshooting). Linux security hardening and performance tuning
• Familiarity with Linux networking commands and tools (e.g., ip, netstat, tcpdump)
• Ability to analyze logs, manage services, and perform shell scripting for automation
• Knowledge of Linux security hardening and performance tuning
• 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

You will excite us if you have

• 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

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