{"id":1315846,"url":"https://alion.io/job/vistance-networks-manager-technical-support-engr","title":"Manager, Technical Support Engr","company":{"id":1766478,"name":"Vistance Networks","domain":"vistancenetworks.com","url":"https://alion.io/company/vistancenetworks","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Apodaca, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":26000,"max_usd":71000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":881},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ServiceNow","optional":false},{"name":"Wi-Fi","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-09-05T07:00:00Z","employer_posted_date":"2026-09-05","last_verified_at":"2026-10-28T13:00:16Z","board_verified":true,"closed_at":null,"days_open":53,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":53},"description":"Role Summary:\nThe Tech Support Manager leads a team of technical support engineers to deliver high-quality support for CommScope’s networking and telecommunications products. This role ensures customer satisfaction through effective troubleshooting, team leadership, and process optimization.\nKey Responsibilities:\nManage and mentor a team of technical support engineers.\nOversee daily operations of the support team, ensuring timely resolution of customer issues.\nDevelop and implement support strategies to improve efficiency and customer experience.\nCollaborate with product and engineering teams to escalate and resolve complex issues.\nMonitor support metrics and generate performance reports.\nEnsure compliance with company policies and industry standards.\nProvide technical guidance and training to team members.\nQualifications:\nBachelor’s degree in Engineering, Computer Science, or related field.\n5+ years of experience in technical support, with at least 2 years in a leadership role.\nStrong knowledge of networking technologies (e.g., Wi-Fi, Ethernet, IP).\nExcellent problem-solving and communication skills.\nExperience with CRM and ticketing systems (e.g., Salesforce, ServiceNow).\nHigh proficiency in English is mandatory.\nPreferred Skills:\nFamiliarity with Aurora products.\nITIL certification or similar process management experience.\nWhat Happens After You Apply:\nLearn how to prepare yourself for the next steps in our hiring process by visiting https://jobs.vistancenetworks.com/content/How-We-Hire/?locale=en_US\nWhy Join Us?\nVistance Networks shapes the future of communications technology, pushing past what is possible. We deliver solutions that bring reliability and performance to a world always in motion. Our global team of innovators and employees are trusted advisors who listen to customers first, then deliver value.\nRUCKUS Networks delivers purpose-driven enterprise networks that enable superior business outcomes in demanding environments. 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