Technical Support Engineer - Broadband & Networking

About the role

Vistance Networks is looking for a Technical Support Engineer in Lisle, Illinois, to provide frontline technical support for broadband and networking products. The engineer investigates customer issues, reproduces them in a lab environment, communicates findings and works with engineering and escalation teams to resolve cases. The role suits someone responsive, flexible and able to thrive in an open, collaborative peer environment.

Key responsibilities

• Serve as the 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, analyse available technical information and document findings.
• Manage assigned cases through resolution, give timely customer updates and keep 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.
• Take part in product and process training and adapt to changing priorities and schedules.

Required profile

• Bachelor's degree in Computer Science, Computer Engineering, Systems Engineering, Information Technology, Networking or a related field with 2-5 years of relevant experience; or an Associate's degree with 0-2 years of relevant experience.
• Foundational knowledge of computer networking and Linux, with a methodical troubleshooting approach.
• Clear written and verbal communication skills, able to explain technical information to different audiences.
• Strong customer focus, attention to detail and ability to manage multiple priorities.
• Ability to collaborate, accept feedback and escalate when additional expertise is needed.
• Work authorization to work in the United States permanently without employer sponsorship; visa sponsorship is not offered.

Required skills

• 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 them, such as CCNA, JNCIA or an equivalent networking credential.
• Additional languages, including Spanish, are welcome.