Job Summary
Provides technical support to customers for Aurora Networks or to Aurora Networks partner products as they diagnose, troubleshoot, repair, debug, and maintain products. Reports design, reliability, and maintenance problems or bugs to the design engineers/software engineers. May be involved in customer installation and training. Provides support to customers/users for products that are highly technical or sophisticated. After hours, and on-call support may be required.
General Summary
The Technical Support Engineer (TSE) will be responsible for providing first-level Technical Support for various technologies in our products to our customers.
Duties & Responsibilities
Be the first technical point of contact for the customer
Should possess the ability to manage critical (S1) cases soon after the training
Demonstrate the ability to work with the Escalation team and/or Engineering teams to manage escalated cases
Work closely with SE (Sales Engineering) teams internally on larger networks and more complex issues
Identify customers’ problems/issues and assist them to resolve issues while consistently providing great Customer Experience
Identify and reproduce customer technical problems in a test/lab environment
Work on day-day tickets, follow up with clients, provide feedback, and seek problems through resolution
Ensure proper case documentation and closure
Generate clear and concise documentation in the form of case notes, technical tips, articles, and white papers
Contribute to the knowledge base by creating KB articles
Notify and discuss with Senior, Staff, Senior Staff or Principal Engineers on calls and emails that require assistance
Timely handoff (escalation) of cases that require advanced technical investigation by the Escalation Team
Manage customer expectations and make sure the customer is receiving the highest quality of service
Document customer issues for future reference and build a knowledge base of the solutions given to the customer
Actively participate in training and improve product and process knowledge
Strict adherence to Service Level Agreement KPIs
Understand the SLA’s and work/align style of working towards meeting them
Skills Required
Minimum of 3 years of customer support experience
Bachelor’s degree in systems Engineering, or related field
Multiple language skills (English & Spanish)
Preferably worked as a Tech Support engineer
Excellent written and oral communication ability, including formal presentation skills to customers, partners, and support teams
Networking Expertise:
OSI layers, TCP/IP, DHCP, DNS
Layer 2: Ethernet, 802.1q/p VLAN, ARP, STP, RSTP, MSTP, LACP
Layer 3: ICMP, TCP, GRE, Qo S, VRRP
Routing protocols: BGP, OSPF
Security: 802.1 X, Radius, TACACS+
SNMP, multicast (IGMP, IGMP-snooping), Firewalls, IPv6
Technical expertise in troubleshooting and resolving complex Layer 2/3 issues in
multi-vendor environments
Linux Expertise:
Strong hands-on experience with Linux-based systems (installation, configuration, troubleshooting). Linux security hardening and performance tuning
Familiarity with Linux networking commands and tools (e.g., ip, netstat, tcpdump)
Ability to analyze logs, manage services, and perform shell scripting for automation
Knowledge of Linux security hardening and performance tuning
Experience providing support to direct customers, resellers, and field personnel in resolving company product-related issues
Experience working in a support lab environment for problem replication
You will excite us if you have
Working Knowledge of Salesforce and JIRA
Experience working with Linux, Bash, Python scripting
Experience working in (or with) a vendor: Cisco, Juniper (routers, switches), Arista, Extreme Networks, Dell, HP, Alcatel.
Relevant industry accreditations/certifications: CCNA, CCNP- R&S, JNCIA, JNCIS-ENT/DC
Important Candidate Notice : On January 9, 2026, Comm Scope finalized the sale of its Connectivity and Cable Solutions segment, which included the Comm Scope name and brand, to Amphenol Corporation. The remaining businesses — Access Networks Solutions(now rebranded as
Aurora Networks ) and
RUCKUS Networks
have been unified under the new parent company, renamed as
Vistance Networks. The role being advertised is part of Aurora Networks.
Why Join Us?
