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Job Description

Support Engineers work closely with our Support, Account Management, Engineering, Product, and other internal teams across the organization, providing technical assistance and support for customers by resolving escalated issues related to our software, hardware, and network systems.

You’ll be exposed to all of our products in this role, but will have a specific focus on supporting our Community Wi-Fi products. You’ll be responsible for triaging escalated issues related to our Community Wi-Fi products by being a subject-matter-expert in Wi-Fi and networking solutions. In this role, you’ll report to our Manager, Support Engineering.

Responsibilities

• Assist Support Team and other internal teams in solving escalated Resident and Property Staff issues.
• Triage escalated issues, escalating to Tier-3 or the Product team when appropriate.
• Validate reported bugs, testing with different devices and configurations.
• Pull data and reports for Internal teams and External clients.
• Maintain internal knowledge bases and document processes and best practices.
• Maintain production data, preparing for data migrations and integrations.
• Other duties as assigned.

Required Qualifications

• 3+ years experience in a technical support role, preferably in a networking or telecommunications environment.
• Familiarity with QA Workflows and ticketing systems such as JIRA
• Knowledge of Wi-Fi protocols, standards, and wireless networking concepts.
• Skilled in diagnosing and resolving common Wi-Fi issues such as signal degradation, interference, and authentication problems.
• Understanding of emerging Wi-Fi technologies such as mesh networking and IoT device integration.
• Passionate about tech and a desire to learn.
• Strong problem solving skills and exceptional attention to detail.
• Effective written and verbal communication skills.

Preferred Qualifications

• Experience in designing and implementing guest Wi-Fi networks with captive portals and authentication mechanisms.
• Proficient in configuring and troubleshooting various Wi-Fi hardware, including routers, access points, and wireless controllers.
• Experience with RG Nets
• Experience with Smart Home Technology, Z-Wave, Zigbee, BLE
• Experience provisioning Ruckus, Cambium, or Ubiquiti networking equipment.
• DNS configuration, static IP configuration and management.
• Basic knowledge of software development
• SQL experience

NOTE: Must be willing to work in our Scottsdale, AZ headquarters. We have a hybrid work environment.

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