In our ‘always on’ world, we believe it’s essential to have a genuine connection
with the work you do.

Job Summary

Provides 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 Summary

The Technical Support Engineer (TSE) will be responsible for providing
first-level Technical Support for various technologies in CommScope 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
highe

📌 Tech Support Engineer (México)
🏢 Vistance Networks
📍 México