Tech Support Engineer Location: Apodaca, Other, Mexico, 66600
Job Summary
Provides technical support to customers for ARRIS products or 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 Summary
The Technical Support Engineer (TSE) will be responsible for providing first‑level Technical Support for various technologies in Comm Scope products to our ANS customers.
Duties & Responsibilities
Be the first technical point of contact for the customer
Should possess the ability to manage critical (S1) cases soon after the training
Demonstrate the ability to work with the Escalation team and/or Engineering teams to manage escalated cases
Work closely with SE (Sales Engineering) teams internally on larger networks and more complex issues
Identify customers’ problems/issues and assist them to resolve issues while consistently providing great Customer Experience
Identify and reproduce customer technical problems in a test/lab environment
Work on day‑day tickets, follow up with clients, provide feedback, and seek problems through resolution
Ensure proper case documentation and closure
Generate clear and concise documentation in the form of case notes, technical tips, articles, and white papers
Contribute to the knowledge base by creating KB articles
Notify and discuss with Senior, Staff, Senior Staff or Principal Engineers on calls and emails that require assistance
Timely handoff (escalation) of cases that require advanced technical investigation by the Escalation Team
Manage customer expectations and make sure the customer is receiving the highest quality of service




Document customer issues for future reference and build a knowledge base of the solutions given to the customer
Actively participate in training and improve product and process knowledge
Strict adherence to Service Level Agreement KPIs
Understand the SLA’s and work/align style of working towards meeting them
Skills Required
0-2 years of customer support experience
Bachelor’s degree in systems engineering, or related field
Multiple language skills (English & Spanish)
Preferably worked as a Tech Support engineer
Excellent written and oral communication ability, including formal presentation skills to customers, partners, and support teams
Networking Basic expertise
Experience providing support to direct customers, resellers, and field personnel in resolving company product‑related issues
Experience working in a support lab environment for problem replication
You will excite us if you have
Working knowledge of Salesforce and JIRA
Experience working with Linux, Bash, Python scripting
Experience 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/DC
Why 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.
Aurora Networks (formerly Comm Scope’s Access Networks Solution segment) is the world’s leading provider of access network solutions. Our comprehensive, end‑to‑end product portfolio supports global service providers with innovative, leading‑edge HFC, PON, and broadband network products.
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.

📌 Tech support engineer (Ciudad Apodaca)
🏢 Vistance Networks
📍 Ciudad Apodaca