Tech Support Engineer

Vistance Networks; Apodaca; Presencial; MXN 260.000 - 360.000; Jornada completa

Descripción de la vacante

Vistance Networks is hiring a Technical Support Engineer to provide first-level technical support for ARRIS products and partner products. You will diagnose, troubleshoot, repair, and maintain products, report issues to design engineers, and assist with customer installation and training.

The role requires handling after-hours and on-call support as needed, with collaboration across escalation, engineering, and SE teams to resolve complex issues while maintaining excellent customer experience.

Formación

• Bachelor's degree in systems engineering or related field.
• Multilingual skills in English and Spanish.
• Preferably prior experience as a Tech Support engineer.
• Excellent written and oral communication, including presentations.
• Experience with network basics and lab problem reproduction.

Responsabilidades

• Be the first technical point of contact for customers.
• Manage critical cases after training.
• Coordinate with Escalation/Engineering teams for escalations.
• Collaborate with Sales Engineering on larger networks.
• Identify and resolve customer issues to ensure quality service.
• Reproduce problems in test/lab environments.
• Handle day-to-day tickets and follow up with clients.

Conocimientos

Customer support

Bilingual English/Spanish

Networking basics

Linux basics

Python scripting

Salesforce experience

JIRA experience

Educación

Bachelor's degree in systems Engineering

Herramientas

Salesforce

JIRA

Descripción del empleo

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

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
  

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.
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.

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