Tech Support Engineer - Networking & Linux (Bilingual)

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

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.