Senior Staff Tech Support Engineer

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Act as a vital technical resource, providing expert support and ensuring swift resolution of intricate customer issues.

• Diagnose problems, identify root causes, and drive cases to resolution with exceptional technical precision and professionalism.

• Simulate customer scenarios in the Support Lab to validate findings and enhance understanding of the issue at hand.

• Work closely with Engineering teams to handle escalations, address product bugs, and ensure the identification and implementation of long-term corrective measures.

• Provide regular updates to sales teams, internal management, and customers, ensuring clear communication and transparency throughout the process.

• Support a staggered work schedule when necessary and take part in a rotating on-call duty.

• Meticulously document customer interactions, engineering collaborations, and action plans to guarantee high-quality case management and knowledge retention.

• Contribute to the organization by developing and enhancing knowledge articles, troubleshooting manuals, and internal training resources.

• Mentor and coach team members to bolster overall team capabilities.

• Regularly engage in customer and internal conference calls for critical cases and escalations, ensuring issues receive the necessary attention.

• Execute responsibilities with strict compliance to Service Level Agreement KPIs.

⛳️ Requirements

• Over 8 years of experience in the networking field.

• More than 5 years of experience in a Technical Assistance Center (TAC).

• Strong understanding and practical knowledge of TCP/IP, L3 routing, L2 switching, Multicast, firewalls, and Quality of Service (QoS).

• Comprehensive understanding and troubleshooting abilities with wireless technologies including 802.11x, WLAN authentication, encryption, EAP, PSK, Radius, AAA, and DNS.

• Expertise in wireless deployments, including Access Points (APs), Controllers, and Client associations.

• Excellent understanding of RF transmission and antenna behavior.

• Technical proficiency in diagnosing and resolving complex Layer 2/3 and/or wireless issues in multi-vendor settings.

• High proficiency in English.

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for professional development.