{"id":2316689,"url":"https://alion.io/job/vistance-networks-tech-support-engineer-2","title":"Tech Support Engineer","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":"junior","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":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Linux","optional":false}],"status":"live","first_seen_at":"2026-09-23T00:00:00Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-11-02T01:51:28Z","board_verified":true,"closed_at":null,"days_open":40,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":40},"description":"General Summary\nThe Technical Support Engineer (TSE) will be responsible for providing first level of Technical Support for various technologies in CommScope products to our ANS customers\nDuties & Responsibilities\nBe the first technical point of contact for the customer\nDemonstrate the ability to work with the Escalation team and/or engineering teams to manage escalated cases\nWork closely with SE teams internally on larger networks and more complex issues\nIdentify customer problems/issues and assist customers to resolve issues while consistently providing great Customer Experience\nIdentify and reproduce customer technical problems in a test/lab environment\nWork on day-day tickets, follow up with clients, provide feedback, and see problems through to resolution\nEnsure proper case documentation and closure\nGenerate clear and concise documentation in the form of case notes, technical tips, and white papers\nNotify and discuss with Senior, Staff, Senior Staff, or Principal Engineers on calls and emails that require assistance.\nTimely handoff (escalation) of cases that require advanced technical investigation by the Escalation Team\nManage customer expectations and make sure the customer is receiving the highest quality of service\nDocument customer issues for future reference and build a knowledge base of the solutions given to the customer\nActively participate in training and improve product and process knowledge\nUnderstand the SLA’s and work/align style of working towards meeting them\nFlexible to support on-site work schedules as required.\nWillingness to adapt to changing shifts and operational needs.\nComfortable working in a dynamic environment with evolving priorities.\nSKILLS REQUIRED\nSkills Required\n2 years of customer support experience\nBachelor’s degree in systems engineering, or related field\nMultiple language skills (English & Spanish)\nPreferably worked as a Tech Support engineer\nExcellent written and oral communication ability, including formal presentation skills to customers, partners, and support teams\nNetworking Expertise:\no Basic Intermediate\nLinux Expertise:\no Basic Knowledge\nGENERAL COMPETENCIES\nCommunication/work style:\nExcellent communication/interpersonal skills to clearly articulate ideas, frame problems, and offer solutions\nStrong interpersonal skills with a focus on customer satisfaction\nA belief in ownership\nAbility to drive for results and meet tight deadlines while maintaining a high level of accuracy and attention to detail\nMust maintain a professional attitude and be highly motivated and self-directed\nEncourages and accepts feedback\nOTHER\nExperience considered favorably:\nMultiple language skills\nExperience working in (or with) a vendor: Cisco, Juniper (routers, switches), Arista, Extreme Networks, Dell, HP, Alcatel.\nRelevant industry accreditations/certifications: CCNA, CCNP- R&S, JNCIA, JNCIS-ENT/DC","description_format":"text","description_chars":2872,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"Spanish","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Telecom 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