Rapid Response Network Support (Hybrid)

Ubiquiti Inc.; Chicago (IL); Hybrid; USD 50,000 - 75,000; Full time

Benefits offered by this job

Home lab gear

Medical insurance

Hybrid work

Product influence

Job summary

Ubiquiti Inc. is seeking a technically curious Rapid Response Support Specialist to join our Site Support team.

You will serve as the first point of triage for incoming support calls, helping customers establish impact, gather information, and determine efficient paths to resolution. This role emphasizes identifying severity, collecting high-value details, resolving simple issues when possible, and escalating complex cases with context for engineers.

Qualifications

• 1–3+ years in technical support or related roles.
• Troubleshooting networking, wireless, security, or IT environments preferred.
• Experience with ticketing systems and escalation workflows.
• Familiarity with collecting logs, screenshots, or diagnostic evidence.
• Relevant certifications such as Network+, CCNA or Ubiquiti certs are a plus.
• Experience supporting business or multi-site environments preferred.

Responsibilities

• Triage incoming support calls and follow-ups based on urgency and impact.
• Assess issue severity and route cases to the appropriate engineer.
• Resolve simple issues during initial interaction when possible while gathering key details.
• Collect and document evidence including logs, screenshots, and device details.
• Set clear expectations and communicate escalation needs to customers.
• Summarize and hand off cases with context for efficient troubleshooting.
• Identify potential product issues requiring review by Dev, QA, or Product.

Skills

Networking concepts

Troubleshooting mindset

Customer focus

Communication skills

Calm under pressure

Ownership

Education

CCNA

Network+

Ubiquiti certs

Job description

Ubiquiti Inc. is seeking a technically curious Rapid Response Support Specialist to join our Site Support team.

You will serve as the first point of triage for incoming support calls, helping customers establish impact, gather information, and determine efficient paths to resolution. This role emphasizes identifying severity, collecting high-value details, resolving simple issues when possible, and escalating complex cases with context for engineers.