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Metro location plus mid-level cloud/network skills create moderate applicant competition.
Specialized cloud/network escalation skills transfer well across telecom and vendor roles but less to unrelated industries.
Explicit 8+ years requirement plus many mandatory technical and communication skills increases strictness.
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Provide escalation support for Revenue Edge portfolio products via phone, web, or on-site, owning and resolving customer technical issues with urgency.
Review, validate, and approve knowledge articles to ensure accuracy and support internal/external knowledge sharing.
Drive systemic, cross-functional improvements across Support, Engineering, Product, Sales, and Success while mentoring other Support engineers and supporting Early Adopter customers.
8+ years of technical and/or escalation support experience with focus on Networking or Software Applications.
Bachelor’s or Master’s degree in Electrical Engineering, Computer Science, or equivalent experience.
Strong expertise in networking protocols (TCP/IP, VLANs, QoS), cloud-based client/server architectures, RESTful APIs, and relevant scripting languages.
Work Experience Required: 8+ years in technical support or escalation support.
Experienced in handling complex networking and cloud-connected Wi-Fi premises equipment issues with data-driven troubleshooting and decision-making.
Capable of independently managing multiple projects in fast-paced environments and comfortable communicating with Executive level stakeholders.
Strong collaborator and mentor who drives cross-functional improvements and continuously updates technical knowledge in cutting-edge hardware and software.