Manager, Technical Support Engr

Vistance Networks, Inc.; Mexico; On-site; PHP 446,400 - 669,600; Full time

Job summary

Vistance Networks, Inc. seeks a Manager, Technical Support Engr responsible for leading a team of engineers delivering top-notch support for networking products. This key role emphasizes customer satisfaction through effective troubleshooting and team management.

Ideal candidates will possess a Bachelor's degree in Engineering or Computer Science and have over 5 years of technical support experience, including 2 years in a leadership capacity. Proficiency in English and knowledge of networking technologies are mandatory.

Qualifications

• 5+ years of experience in technical support, with at least 2 years in a leadership role.
• High proficiency in English is mandatory.
• ITIL certification or similar process management experience preferred.

Responsibilities

• Manage and mentor a team of technical support engineers.
• Oversee daily operations of the support team.
• Develop and implement support strategies to improve efficiency.

Skills

Networking technologies knowledge (e.g., Wi-Fi, Ethernet, IP)

Problem-solving skills

Communication skills

Education

Bachelor’s degree in Engineering, Computer Science, or related field

Tools

CRM systems (e.g., Salesforce)

Ticketing systems (e.g., ServiceNow)

Job description

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 escalatie 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.