Technical Support Engineer

Vistance Networks • Lisle, IL

1d

About The Position

The Technical Support Engineer provides frontline technical support for broadband and networking products. The role investigates customer issues, reproduces problems in a lab environment, communicates findings, and works with engineering and escalation teams to drive cases to resolution. The position requires responsiveness, flexibility, and the ability to succeed in an open, collaborative peer environment.

The engineer serves as a technical point of contact for support cases, troubleshoots networking, Linux, broadband, server, and related platform issues, and manages assigned cases through resolution. The role also includes documenting findings, creating or updating knowledge-base materials, collaborating on escalations, and participating in product and process training while adapting to changing priorities and business needs.

Requirements

• 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's degree in a related technical field with 0–2 years of relevant experience.
• Foundational knowledge of computer networking and Linux, including a methodical approach to troubleshooting.
• Clear written and verbal communication skills and the ability to explain technical information to different audiences.
• Strong customer focus, ownership, attention to detail, and ability to manage multiple priorities.
• Ability to collaborate effectively, accept feedback, and escalate when additional expertise is needed.
• Equivalent combinations of relevant education, training, certifications, and experience may be considered where appropriate.
• Must be authorized to work in the United States permanently without current or future employer sponsorship.

Nice To Haves

• Experience in technical support, help desk, engineering lab, networking, or customer service environments.
• Hands-on experience with network equipment from Cisco, Juniper, Arista, Extreme Networks, Dell, HPE, Alcatel, or similar vendors.
• Exposure to cable or broadband technologies, including CMTS and cable modems.
• Experience with servers, virtualization, containers, scripting, cloud platforms, or home lab environments.
• Relevant certifications, or progress toward certification, such as CCNA, JNCIA, or an equivalent networking credential.
• Additional language skills, including Spanish.

Responsibilities

• Serve as a technical point of contact for customer support cases and clarify reported issues.
• Troubleshoot networking, Linux, broadband, server, and related platform issues using a structured approach.
• Reproduce and investigate issues in a test or lab environment, analyze available 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 and adapt to changing priorities, schedules, and business needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level