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Today

Technical Support Engineer

Vistance Networks Lisle, IL

Lisle, IL

Today

$70k - $104k/yr Full time Broadband Customer Support Information Technology (IT)

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Job Description

Vistance Networks is hiring a Technical Support Engineer to provide frontline technical assistance for broadband and networking products. This role focuses on investigating customer-reported issues, reproducing problems in a lab setting, and partnering with engineering and escalation teams to drive cases to resolution. The engineer also serves as a technical point of contact and supports ongoing documentation and knowledge-base updates.

Role Responsibilities

Act as a technical point of contact for customer support cases, clarifying reported issues and requirements.
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 by providing timely customer updates and maintaining accurate, detailed case notes.
Escalate complex problems with a clear technical handoff, collaborating with support, engineering, and account teams.
Create or update knowledge-base articles, troubleshooting notes, and reusable solutions.
Participate in product and process training, adapting to changing priorities, schedules, and business needs.

Required Qualifications

Education and experience: a Bachelor’s degree in Computer Science, Computer Engineering, Systems Engineering, Information Technology, Networking, or a related technical field plus 2 to 5 years of relevant experience, or an Associate’s degree in a related technical field plus 0 to 2 years of relevant experience.
Foundational knowledge of computer networking and Linux, including a methodical approach to troubleshooting.
Strong written and verbal communication skills, with the ability to explain technical information to different audiences.
Customer focus, ownership, attention to detail, and the 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.

Technologies and Tools

The role involves work across systems and vendors including: Linux; Cisco, Juniper, Arista, Extreme Networks; Dell, HPE, Alcatel; CMTS and cable modems; virtualization and containers; scripting; and cloud platforms.

Preferred Experience (You Will Excite Us If You Have)

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.

Compensation, Location, and Work Authorization

Location: Lisle, IL (onsite)
Salary: USD 69,700 to 104,400 per year
Work authorization: This position does not offer visa sponsorship now or in the future. Candidates must be authorized to work in the United States on a permanent basis without current or future employer sponsorship.

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