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Technical Support Specialist
1 month ago
Location: Richmond, BC
Job Summary:
Semtech's Customer Experience Technical Support Team for Routers and Gateways is seeking a skilled Technical Support Specialist to collaborate with product development engineers to investigate and resolve hardware and software issues found by customers. This role is a key part of the on-going success of the Customer Experience team.
- Effectively manage a variety of technical support issues in a fast-paced, growing organization.
- Analyze logs, perform and analyze network traces, and troubleshoot problems.
- Resolve problems or find a workaround.
- Available to work after hours (on-call) once every 5 weeks and work 3 Stat Holidays, which will be compensated separately from salary.
- Support the operation of wireless networking solutions and management platform.
- Able to work conjointly in an international environment with the Global Customer Experience team from the level 1 customer support to level 3 technical engineering team.
Responsibilities:
- Troubleshoot requests via email and phone calls, helping external customers or sales/field engineering teams troubleshoot technical issues and on-going implementations.
- Handle internal tickets for troubleshooting at Level 3 and follow up on issues until resolution with the collaboration of Level 3.
- Collaborate with team-members, field support staff, and engineers to isolate problems and implement solutions.
- Ensure customers and management teams are kept informed of the status and progress of support tickets.
- Share knowledge of products and industry best practices by contributing to the Customer Knowledge Base.
Minimum Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or equivalent certifications.
- 3+ years' experience in an Engineering or Technical Support role in an external customer-facing role.
- Working knowledge of Wireshark or other network analysis tools.
- Sound networking background: TCP/UDP IP, Port-forwarding, modems/routers/switches configuration, Firewalls, troubleshooting VPN and routing issues.
- General knowledge in telecommunication systems and standards such as LTE/5G systems.
- Working knowledge of Linux/Unix experience operating OSS systems.
- Strong verbal and written communication skills, with the ability to effectively discuss and share information and knowledge with other teams.
- A strong work ethic with the ability to autonomously work under pressure.
A reasonable estimate of the pay range for this position is $53,000 - $83,000. Several factors are taken into consideration in determining base salary, including job-related qualifications, skills, education, and experience, as well as job location and the value of other elements of an employee's total compensation package.
