Wireless Technical Support Engineer - Relocation Assistance Provided!

Jobot; San Juan (PR); Hybrid; USD 64,000 - 71,000; Full time

Benefits offered by this job

Relocation assistance

Job summary

Jobot is hiring a Wireless Technical Support Engineer in San Juan, PR offering relocation assistance and a hybrid work model. The role focuses on hands-on wireless and enterprise networking troubleshooting, with a salary range of $64,000 to $71,000 per year.

You will triage customer escalations, reproduce issues in lab testbeds, work with developers on fixes, and build Layer 2/3 network testbeds to validate solutions. Strong TCP/IP knowledge and 802.11/Wi-Fi understanding are required.

Qualifications

• Bachelor's or Master's degree in Computer Science or Computer Engineering
• Minimum 1 year of customer-facing technical support experience
• Strong TCP/IP networking knowledge (Ethernet, IPv4/IPv6, VLANs, Layer 2 switching and Layer 3 routing)
• Knowledge of wireless security, network segmentation and 802.1X/RADIUS authentication
• Proven ability to troubleshoot core network protocols (DNS, DHCP, ARP, ICMP, TCP/UDP and MTU) and end-to-end connectivity
• Proven ability to analyze packet captures using Wireshark
• Proven ability to perform root-cause analysis from device logs, event traces and diagnostic outputs
• U.S. citizenship (the role supports a FedRAMP High environment)

Responsibilities

• Triage customer support escalations that come in through several inbound channels and see them through to resolution
• Deliver responses that meet or exceed customer expectations for quality and timeliness
• Build and maintain Layer 2/3 network testbeds
• Recreate customer-reported issues and learn the product features behind them
• Review logs and isolate faults across network layers to identify root causes
• Open bug tickets and partner with developers to reach solutions
• Share evidence-based root-cause findings and give status updates in team meetings
• Guide and mentor less-experienced team members

Skills

Customer-facing

Networking basics

Troubleshooting

Education

Bachelor's or Master's degree in Computer Science or Computer Engineering

Tools

Wireshark

Lab testbeds

Job description

Wireless Technical Support Engineer - Relocation Assistance Provided!

$64000 - $71000 per year | San Juan, PR | Hybrid | Permanent

Wireless Technical Support Engineer, $64,000 to $71,000 per year, Hybrid, Hands-On Wireless and Enterprise Networking Troubleshooting

A bit about us:

We are a global edge-to-cloud technology company. Our work centers on helping businesses connect and protect their data and applications, and on giving them the means to analyze that information and act on it. We serve organizations that rely on their networks and applications to keep running. Our teams work across wireless and enterprise networking to support that mission.

Why join us?

• Competitive compensation: $64,000 to $71,000 per year
• Work directly with developers to troubleshoot issues and drive solutions
• Hands-on troubleshooting across wireless and enterprise networking
• Build and maintain layer 2/3 network testbeds
• Hybrid, 2 days onsite
• Relocation support for eligible candidates

Job Details

In this role you'll troubleshoot wireless and enterprise networking issues escalated by customers, reproducing problems in lab testbeds, tracking down root causes and working with developers on fixes.

Key Responsibilities:

• Triage customer support escalations that come in through several inbound channels and see them through to resolution
• Deliver responses that meet or exceed customer expectations for quality and timeliness
• Build and maintain Layer 2/3 network testbeds
• Recreate customer-reported issues and learn the product features behind them
• Review logs and isolate faults across network layers to identify root causes
• Open bug tickets and partner with developers to reach solutions
• Share evidence-based root-cause findings and give status updates in team meetings
• Guide and mentor less-experienced team members

Needed:

• Bachelor's or Master's degree in Computer Science or Computer Engineering
• Minimum 1 year of customer-facing technical support experience handling network connectivity issues and support escalations
• Strong background in TCP/IP networking: Ethernet, IPv4/IPv6, subnetting, VLANs, Layer 2 switching and Layer 3 routing
• Knowledge of wireless security, network segmentation and 802.1X/RADIUS authentication
• Proven ability to troubleshoot core network protocols (DNS, DHCP, ARP, ICMP, TCP/UDP and MTU) and end-to-end connectivity
• Proven ability to analyze packet captures using Wireshark
• Proven ability to perform root-cause analysis from device logs, event traces and diagnostic outputs
• U.S. citizenship (the role supports a FedRAMP High environment)

Nice to have:

• Experience with wireless networking and 802.11 Wi-Fi standards (wired networking experience also considered)
• Degree focus in Networking
• CWNA, CWSP, CWDP or CWNE certification
• CCNP Enterprise or CCNP Wireless certification
• Aruba certification
• Ekahau certification

Jobot is an Equal Opportunity Employer. We provide an inclusive work environment that celebrates diversity and all qualified candidates receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws. Jobot also prohibits harassment of applicants or employees based on any of these protected categories. It is Jobot’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.

Sometimes Jobot is required to perform background check with your authorization. Jobot will consider qualified candidates with criminal histories in a manner consistent with any applicable federal, state, or local law regarding criminal backgrounds, including but not limited to the Los Angeles Fair Chance Initiative for Hiring and the San Francisco Fair Chance Ordinance.

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