Vistance Networks is seeking a Technical Support Engineer to provide frontline support for broadband and networking products. This onsite role in Lisle, IL focuses on investigating reported issues, reproducing problems in a lab setting, and collaborating across engineering and escalation teams to drive cases to resolution.
Key Responsibilities
- Act as a technical point of contact for customer support cases by clarifying reported issues and aligning on technical details.
- 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, providing timely customer updates and maintaining 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.
- Participate in product and process training, adapting to changing priorities, schedules, and business needs.
Required Qualifications
- Bachelor's degree in Computer Science, Computer Engineering, Systems Engineering, Information Technology, Networking, or a related technical field with 2-5 years of relevant experience; or an Associate's degree in a related technical field with 0-2 years of relevant experience.
- Foundational knowledge of computer networking and Linux, including a methodical approach to troubleshooting.
- Clear written and verbal communication skills, including the ability to explain technical information to different audiences.
- Strong 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.
Technology Exposure
The role involves troubleshooting and support across platforms and vendor ecosystems, including Linux, Cisco, Juniper, Arista, Extreme Networks, Dell, HPE, and Alcatel, as well as broadband components such as CMTS and cable modems. Experience with virtualization, containers, scripting, and cloud platforms is relevant.
Additional Qualifications (Preferred)
- 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.
Location and Compensation
Location: Lisle, IL (onsite).
Salary: USD 69,700 - 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.
