Technical Support Specialist

2 weeks ago

Richmond, British Columbia, Canada Semtech Full time

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. There are several factors taken into consideration in determining base salary, including but not limited to: 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.

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