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Tier 3 Support Engineer

Zyxel Mxico, C.A. & Caribe

This is a Full-time position in Anaheim, CA posted May 30, 2022.

Job Summary:

We are looking for a talented and hard-working professional who can fill in the role of Tier 3 support engineer. The selected candidate will address advanced pre and post sales technical cases and serve as the liaison between our customer and our development team. Other responsibilities include product quality assurance, setting up network environments to replicate customer problems and training. Our customer base is Telephone companies and Internet Service Providers. Focus for our support revolves around DSL, Ethernet, PON, Wifi, VoIP, TR069 and IPTV.

Responsibilities will include, but may not be limited to:

  • Address advanced pre and post sales technical cases and support projects for key account customers
  • Provide resolutions to technical issues for customers
  • Setup network environment to replicate customer issues
  • Create technical tickets to report validated issues to Zyxel R&D and provide resulting resolutions to customers
  • Engage with customers who are evaluating the Zyxel products to ensure a smooth experience
  • Travel to customer’s locations for the purposes of troubleshooting and training
  • Support product managers by testing products for features and performance
  • Support our Sales team by addressing technical inquiries from customers via phone, email or by travelling onsite for more in-depth technical discussions
  • Support our Marketing team by setting up products and solutions demonstrations at Telco and ISP events

Skills and Qualifications:

  • Must possess in-depth knowledge of the following: TCP/IP Protocol, OSI Model and its application in broadband technologies, LAN and WAN Networking, Routing and Switching and VPN/Firewall.
  • Must also have general knowledge of the following: DSL technology, PON technology, Ethernet technology, TR069, IPTV, Windows, Linux, OSX.
  • Degree or IT certification (BS degree in Computer Science/Engineering, CCNA, MCSE, Network+ etc.)
  • 5+ years of technical support experience preferably on broadband products and Telco/ISP applications
  • Good verbal and email communication skills
  • Flexibility on work schedule
  • Productive, detail oriented, organized, and team Player

Compensation and Benefits:

Zyxel offers a competitive wage based on experience and a comprehensive benefits package including:

  • Diverse medical plans
  • Dental and optional vision plans
  • Term life insurance with AD&D
  • STD & LTD benefits
  • Paid vacation and paid sick time leave
  • Paid holidays
  • 401(k) matching
  • Employee discount
  • Flexible Spending Account
  • Referral Program

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