Customer Tech Support / Quality Assurance

Garland Technology; Richardson (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Garland Technology seeks an experienced Customer Tech Support Manager & Support Engineer to lead customer-focused technical support, produce documentation, and bridge engineering with real-world deployments.

You will collaborate with engineering and sales teams, test products prior to release, and ensure exceptional customer satisfaction across time zones. This role demands strong communication, hands-on testing, and proactive problem-solving.

Qualifications

• Bachelor's degree in a technical field required.
• 5+ years in computer networking and system administration.
• Experience with AWS and/or Azure cloud environments.
• CCNA/CCNP certifications preferred.
• Willingness to travel and support across time zones.

Responsibilities

• Lead customer-facing technical support and case management.
• Develop and maintain technical documentation and user guides.
• Coordinate product testing and validation with engineering.
• Onboard partners and manage demonstrations in demos.

Skills

Customer support

Networking

Documentation

Windows & Linux

Cloud (AWS/Azure)

NetSuite

Team collaboration

Education

Bachelor's degree in Computer Science

Bachelor's in Electrical Engineering

MIS / Informatics

Tools

Wireshark

Xena

Visio

Microsoft 365

NetSuite Support Center

Job description

Role Overview:

We are seeking an experienced, proactive Customer Tech Support Manager & Support Engineer to lead customer-facing technical support, manage technical product documentation, and bridge the gap between engineering and real-world deployment. You will collaborate directly with our engineering team, sales operations, and partners to maintain peak product performance, lead testing, and ensure exceptional customer satisfaction. You will test our products before they are released to verify they operate as desired.

Key Responsibilities

Customer Support & Case Management

• Provide top-tier post-sales and pre-sales technical support via phone, email, and help desk environments.
• Respond promptly to incoming support requests, contacting customers within 1 hour during business hours.
• Log, track, and maintain accurate and detailed support case records in NetSuite.
• Support 1st and 2nd tier support personnel, serving as an escalation point and facilitating root cause analysis for field issues or returned defective products.
• Identify warranty opportunities in collaboration with the Sales Operations team.

Technical Documentation & Training

• Author and maintain comprehensive technical documentation, user manuals, quick start guides, and knowledge base articles.
• Coordinate technical documentation projects from initiation to delivery using Microsoft 365 / Microsoft Teams.
• Collaborate with Marketing to produce customer training materials and support sales activities with technical expertise.

Product Testing, Quality & Engineering Collaboration

• Develop test cases, Acceptance Test Procedures (ATP), and write basic test scripts.
• Perform hands-on product testing, firmware updates, and debug new designs closely with software, hardware, and manufacturing engineers.
• Set up specialized test equipment (e.g., Xena) to generate test packets and conduct thorough validation.
• Assess new products and firmware releases for defect detection, unexpected behavior, and ongoing performance improvements.

Partner Integration & Internal IT Operations

• Onboard channel/tech partners, configuring and testing partner products within demo environments.
• Maintain up-to-date documentation and structural maps of hardware, software, and virtual demo environments in OneDrive / SharePoint.
• Assist with internal employee IT deskside requests and provide recommendations to enhance network performance and reliability.

Job Requirements & Qualifications

• Education: Bachelor's degree in Computer Science (BSCS), Electrical Engineering (BSEE), Management Information Systems (MIS), Informatics, or a related technical field.
• Experience: 5+ years of experience in computer networking, network design, and system administration (Windows & Linux).
• Networking & Protocols: Strong understanding of L2-L4 networking data standards, popular L7 protocols, Ethernet, and connectivity standards (copper and fiber).
• Tools & Diagnostic Skills: Experience with Network Packet Brokers, Wireshark packet capture analysis, network monitoring tools, and specialized Ethernet test equipment (e.g., Xena).
• Cloud & Systems: Proficiency in AWS and/or Azure cloud computing environments.
• Software Proficiency: Proficiency in Microsoft 365 (Word, Excel, PowerPoint, Teams, OneDrive), NetSuite Support Center, and network mapping tools like Visio.
• Certifications: Cisco certifications (CCNA, CCNP, etc.) are strongly preferred.
• Operational Flexibility: Willingness to travel as needed, provide off-hours support availability, and support customers across various time zones.
• Communication & Presentation: Exceptional written and verbal communication skills with the ability to explain complex technical concepts to customers, partners, and internal teams.
• Problem Solving & Agility: Strong diagnostic and root-cause analytical skills; comfortable working in a dynamic environment where duties shift rapidly.
• Proactive & Results-Driven: Focus on early problem recognition, swift response, and reducing resolution times.
• Collaboration & Leadership: Proven team player comfortable giving and receiving constructive feedback, assisting colleagues, and working under pressure.