In our 'always on' world, we believe it's essential to have a genuine connection with the work you do.In our 'always on' world, we believe it's essential to have a genuine connection with the work you do.Job SummaryProvides technical support to customers for ARRIS products or to ARRIS partner products as they diagnose, troubleshoot, repair, debug, and maintain products.
Reports design, reliability, and maintenance problems or bugs to the design engineers/software engineers.
May be involved in customer installation and training.
Provides support to customers/users for products that are highly technical or sophisticated.
After hours, and on‐call support may be required.General SummaryThe Technical Support Engineer (TSE) will be responsible for providing first‐level Technical Support for various technologies in CommScope products to our ANS customers.Duties & ResponsibilitiesBe the first technical point of contact for the customerShould possess the ability to manage critical (S1) cases soon after the trainingDemonstrate the ability to work with the Escalation team and/or Engineering teams to manage escalated casesWork closely with SE (Sales Engineering) teams internally on larger networks and more complex issuesIdentify customers' problems/issues and assist them to resolve issues while consistently providing great Customer ExperienceIdentify and reproduce customer technical problems in a test/lab environmentWork on day‐day tickets, follow up with clients, provide feedback, and seek problems through resolutionEnsure proper case documentation and closureGenerate clear and concise documentation in the form of case notes, technical tips, articles, and white papersContribute to the knowledge base by creating KB articlesNotify and discuss with Senior, Staff, Senior Staff or Principal Engineers on calls and emails that require assistanceTimely handoff (escalation)



of cases that require advanced technical investigation by the Escalation TeamManage customer expectations and make sure the customer is receiving the highest quality of serviceDocument customer issues for future reference and build a knowledge base of the solutions given to the customerActively participate in training and improve product and process knowledgeStrict adherence to Service Level Agreement KPIsUnderstand the SLA's and work/align style of working towards meeting themSkills Required0-2 years of customer support experienceBachelor's degree in systems Engineering, or related fieldMultiple language skills (English & Spanish)Preferably worked as a Tech Support engineerExcellent written and oral communication ability, including formal presentation skills to customers, partners, and support teamsNetworking Basic expertiseLinux Basic ExpertiseExperience providing support to direct customers, resellers, and field personnel in resolving company product-related issuesExperience working in a support lab environment for problem replicationYou will excite us if you haveWorking Knowledge of Salesforce and JIRAExperience working with Linux, Bash, Python scriptingExperience working in (or with) a vendor: Cisco, Juniper (routers, switches), Arista, Extreme Networks, Dell, HP, Alcatel.Relevant industry accreditations/certifications: CCNA, CCNP- R&S;, JNCIA, JNCIS-ENT/DCWhy Join Us?
Vistance Networks shapes the future of communications technology, pushing past what is possible.
We deliver solutions that bring reliability and performance to a world always in motion.
Our integral team of innovators and employees are trusted advisors who listen to customers first, then deliver value.If you want to grow your career alongside bright, passionate, and caring people who strive to create what's next....
.come connect to your future at Vistance Networks.Vistance Networks is an Equal Opportunity Employer (EEO), including people with disabilities and veterans.
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📌 Tech Support Engineer (Ciudad Apodaca)
🏢 Vistance Networks
📍 Ciudad Apodaca