Technical Support Engineer

About the role

Provide 24x7 technical support for Vistance Networks customers and internal staff on a range of HFC and fiber optics products, handling cases during business hours and on‑call emergencies.

Key responsibilities

• Respond to customer inquiries via phone or email, troubleshoot and resolve issues with CMTS/CCAP, NXT, CorView, ATS, cable modems and third‑party hardware.
• Collaborate with Tier‑4 support and Sustaining Engineering to reproduce faults, perform root‑cause analysis and draft field bulletins.
• Design and validate fiber‑optic networks (Fiber‑Deep, RfoG, PON) and deliver on‑site professional services, including testing, implementation and training.
• Document cases using call‑tracking and knowledge‑base tools, and propose improvements to support processes.

Required profile

• Bachelor’s degree in Engineering, Computer Science or a related technical field.
• At least 2 years of experience in technical support or customer service within the telecom/broadband industry.
• Strong written and verbal communication skills in English and ability to work with cross‑functional teams.

Required skills

• Experience with CMTS/CCAP, NXT, CorView, ATS, cable modems and related hardware.
• Knowledge of EMS, NMS, and CRM tools such as call‑tracking and knowledge bases.
• Proficiency in fiber‑optic network design, including Fiber‑Deep, RfoG and PON technologies.