Tech Support Engineer

About the role

The Technical Support Engineer will be the first point of contact for customers using CommScope products, providing first‑level technical assistance and ensuring a high‑quality customer experience.

Key responsibilities

• Serve as the initial technical contact for customers and manage escalations with engineering teams.
• Identify, reproduce, and resolve customer issues in a lab environment.
• Document cases, create technical notes, and contribute to a knowledge base.
• Maintain clear communication with customers, set expectations, and ensure SLA compliance.
• Participate in training to continuously improve product and process knowledge.

Required profile

• Minimum 2 years of customer support experience.
• Bachelor’s degree in systems engineering or a related field.
• Fluent in English and Spanish with strong written and oral communication skills.
• Ability to work flexible shifts, including on‑site schedules as needed.

Required skills

• Basic to intermediate networking knowledge (routers, switches).
• Basic Linux proficiency.
• Familiarity with Cisco, Juniper, Arista, Extreme Networks, Dell, HP, Alcatel equipment.
• Relevant certifications such as CCNA, CCNP‑R&S, JNCIA, JNCIS‑ENT/DC.