{"id":1315855,"url":"https://alion.io/job/vistance-networks-technical-support-engineer","title":"Technical 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":["Sydney, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":33000,"max_usd":84000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":321},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-29T07:00:00Z","employer_posted_date":"2026-08-29","last_verified_at":"2026-09-26T22:03:46Z","board_verified":true,"closed_at":null,"days_open":28,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":28},"description":"In our ‘always on’ world, we believe it’s essential to have a genuine connection with the work you do.\nHow You'll Help us Connect the World:\nProvide 24x7 technical support for Company customers and other internal employees via phone or email, for Company/Pace HFC products including CMTS/CCAP, NXT, CorView, ATS, Cable Modems and various 3rd party hardware, EMS and NMS. This includes handling customer cases during business hours and being on-call for emergencies on a rotating Schedule.\nPerform investigation and analysis, problem reproduction, and resolution of customer problems; Work closely with Tier-4 Tech Support and Sustaining Engineering groups to resolve customer issues.\nPerform fault reproduction and troubleshooting, system characterization and analysis, root cause analysis of product issues up to and including drafting product Field Bulletins and opening Product Defects with the engineering teams.\nWork closely with Optical Design team to provide Fiber Optics network design such as Fiber-Deep, RfoG, PON etc...\nTravel and Perform Professional Services on-site for Fiber Optics, HFC, NXT testing and implementation in addition to the delivery of additional services like training sessions.\nTravel to customer locations to support trouble shooting and also may help out other groups in support of trials possibly long with Field Validation projects.\nUtilize Call Tracking and Knowledge base tools to record customer reported issues and progress as being issue to resolution.\nProvide initiatives for improvement of support processes; communicate these in an accurate and timely manner.\nPerform other duties as required. \nSKILLS REQUIRED\nBachelor's degree with technical focus, preferably Engineering or Computer Science degree and 2+ years relevant experience\nDisplay a breadth of knowledge in devices key to deploying the solution or application in the network. This includes the ability to discuss other vendor’s products and capabilities as related to network interaction.\nHas broad system understanding of how operators use product in the field. Ability to solve complex issues by identifying the scope of the problem and pooling necessary resources (i.e., H/W, S/W, Verification etc.)\nPossesses understanding of cable telephony/broadband concepts and services as well as the direction in which the industry is moving.\nExperience in Customer Service or similar technical support position\nDemonstrate effective writing and presentation skills to all levels of management\nStrong organizational, communication and interpersonal skills.\nFamiliar with CRM tools (call tracking, knowledge Base, etc.)\nAbility to interface with Company design and other teams using proficient spoken and written English.\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.\nIf you want to grow your career alongside bright, passionate, and caring people who strive to create what's next…..come connect to your future at Vistance Networks.\nVistance Networks is an Equal Opportunity Employer (EEO), including people with disabilities and veterans.","description_format":"text","description_chars":3304,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Sales & Marketing"],"lifecycle":[{"event":"open","at":"2026-09-26T18:34:09Z"}],"liveness":{"score":34,"band":"fade","label":"Fading","p_open":1,"p_active":0.617,"p_room":0.55,"age_days":28,"expected_fill_days":22,"reasons":["conf:2","win:tail","comp:junior"],"computed_at":"2026-09-27T01:01:32Z"},"pay":null,"html_url":"https://alion.io/job/vistance-networks-technical-support-engineer","json_url":"https://alion.io/job/vistance-networks-technical-support-engineer.json","meta":{"generated_at":"2026-09-27T01:01:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":922,"day_limit":5000,"remaining_today":4078,"minute_limit":60,"resets_at":"2026-09-28T00:00:00Z"}}}