General Summary The Technical Support Engineer (TSE) will be responsible for providing first level of Technical Support for various technologies in CommScope products to our ANS customers Duties & Responsibilities • Be the first technical point of contact for the customer • Demonstrate the ability to work with the Escalation team and/or engineering teams to manage escalated cases • Work closely with SE teams internally on larger networks and more complex issues • Identify customer problems/issues and assist customers 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 see problems through to resolution • Ensure proper case documentation and closure • Generate clear and concise documentation in the form of case notes, technical tips, and white papers • 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 • Understand the SLA's and work/align style of working towards meeting them • Adaptable to support on-site work schedules as required.
• Willingness to adapt to changing shifts and operational needs.
• Comfortable working in a dynamic environment with evolving priorities.
SKILLS REQUIRED • Skills Required • 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 Expertise: o Basic Intermediate • Linux Expertise: o Basic Knowledge GENERAL COMPETENCIES Communication/work style: • Excellent communication/interpersonal skills to clearly articulate ideas, frame problems, and offer solutions • Strong interpersonal skills with a focus on customer satisfaction • A belief in ownership • Ability to drive for results and meet tight deadlines while maintaining a high level of accuracy and attention to detail • Must maintain a professional attitude and be highly motivated and self-directed • Encourages and accepts feedback OTHER Experience considered favorably: • Multiple language skills • 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

📌 Tech Support Engineer (Ciudad Apodaca)
🏢 Vistance Networks
📍 Ciudad Apodaca