Staff Technical Support Engineer

This is a remote position.

This position can be located elsewhere in Europe beyond Spain for the right candidate.

The Staff Technical Support Engineer works in a high visibility and fast-paced environment supporting premium enterprise customers of Wireless products. This important role responds to escalated cases and works on complex problems where analysis of situations requires in-depth troubleshooting. With your problem solving skills you'll assist customers resolve issues while consistently providing a great customer experience!

Requirements

We're looking for someone to join our TAC team who:

• Is customer focused, results driven, proactive, hardworking, and a team-player
  
• Has excellent problem solving and decision-making skills
  
• Communicates clearly and effectively with clients and peers
  
• How You'll Help Us Connect the World
  

• Be the first point of escalated contact for the customer and/or Technical Assistance Center (TAC) Technical Support Engineers.
  
• Manage customer expectations and ensure customer is receiving the highest quality of service.
  
• Provide a timely hand-off of critical issues in cases that require technical investigation by the LTE Team
  
• Work closely with System Engineering teams internally on larger networks and more complex issues. 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, ensuring proper case documentation and closure
  
• Generate clear and concise documentation in the form of case notes, technical tips and white papers Document customer issues for future reference and build knowledge base of the solutions given to the customer
  
• Suggest improvements on product quality or features and be proactive in product development
  
• Participate in forums and Tech talk exchanges
  

Required Qualifications for Consideration

• B.Sc. or B.E degree in Computer Science, a related field, or equivalent work experience.
  
• 6+ years of customer support experience in IP networks, WiFi or related.
  
• Wireless networking experience is mandatory.
  
• Experience working in a TAC as level 2 engineer
  
• CWNA or CCNA Certification
  
• You Will Excite Us If You HaveCWNP or equivalent
  

Must-Haves

• Wireless networking experience is mandatory
  
• BS or BE degree in Computer Science, a related field, or equivalent work experience
  
• 6+ years of customer support experience in IP networks, WiFi or related
  
• Experience working in a Technical Assistance Center as high level/ level 2 engineer
  
• CWNA or CCNA Certification
  
• Nice-To-Haves
  
• CWNP or equivalent