Technical Support Engineer

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.