Technical Support Engineer

About the Role

As a Technical Support Engineer, you will provide frontline technical support for broadband and networking products. You will investigate customer-reported issues, clarify symptoms, reproduce problems in a laboratory environment, and document your findings. Working with customers, support colleagues, and engineering teams, you will manage cases through resolution and help ensure that customers receive responsive, clear, and useful guidance.

Key Responsibilities

• Act as a technical point of contact for customer support cases and clarify reported issues.
• Troubleshoot networking, Linux, broadband, server, and related platform problems using a structured approach.
• Reproduce and investigate issues in a test or lab environment, analyze technical information, and document findings.
• Manage assigned cases through resolution, provide timely customer updates, and maintain accurate case notes.
• Escalate complex issues with a clear technical handoff and collaborate with support, engineering, and account teams.
• Create or update knowledge-base articles, troubleshooting notes, and reusable solutions.
• Participate in product and process training, adapting to evolving priorities, schedules, and business needs.

Requirements & Tech Stack

• Foundational knowledge of computer networking and Linux, along with a structured, methodical approach to troubleshooting.
• Clear written and verbal communication skills, including the ability to explain technical information to audiences with different levels of expertise.
• Strong customer focus, ownership, attention to detail, and the ability to manage multiple priorities.
• Ability to collaborate, accept feedback, and recognize when an issue requires escalation or additional expertise.
• Experience in technical support, help desk, engineering lab, networking, or customer service environments is an advantage.
• Familiarity with equipment from vendors such as Cisco, Juniper, Arista, Extreme Networks, Dell, HPE, or Alcatel is welcome.
• Exposure to cable and broadband technologies, including CMTS and cable modems, is beneficial.
• Experience with servers, virtualization, containers, scripting, cloud platforms, or home lab environments is also useful.
• Relevant credentials, such as CCNA, JNCIA, or an equivalent networking certification, and additional language skills, including Spanish, are valued.

Qualifications

• Bachelor’s degree in Computer Science, Computer Engineering, Systems Engineering, Information Technology, Networking, or a related technical field, with 2–5 years of relevant experience; or an associate degree in a related technical field, with 0–2 years of relevant experience.
• Equivalent combinations of relevant education, training, certifications, and experience may be considered where appropriate.