Senior Technical Support Representative

Senior Technical Support Representative

We are seeking a Senior Technical Support Representative with strong hands-on experience troubleshooting commercial, managed, and residential Wi-Fi networks, routing/switching platforms, and VoIP systems. This position is ideal for an experienced Tier 2/Tier 3 support technician who can handle escalations, work directly with field teams, and provide advanced customer troubleshooting.

Required / Desired Skills:

Candidates should have practical experience with:

Networking Hardware

• MikroTik RouterOS (CLI & WinBox)
• Ubiquiti UniFi (network controllers, gateways, APs)
• Ubiquiti UISP/AirMAX (AC, M-series, LTU)
• TP-Link Omada SDN platform
• Ruckus APs
• VoIP systems (any vendor/platform)

Networking Concepts

• VLAN creation and tagging
• IPv4/IPv6 subnetting
• OSI model troubleshooting
• Routing & switching fundamentals
• Wireless/RF fundamentals:
• RSSI, SNR
• Channel planning
• Interference mitigation
• Line-of-sight considerations

Duties and Responsibilities:

• Serve as the senior-level escalation point for technical support issues
• Remotely troubleshoot routers, switches, access points, and CPE devices
• Support VLAN deployments, IP addressing, subnetting, and routing problems
• Walk customers through advanced troubleshooting and installation steps
• Identify and resolve RF issues such as channel interference, alignment problems, and low signal quality
• Provide Tier 2 support for field teams during on-site calls
• Document configuration changes, troubleshooting steps, and solutions
• Assist with new device provisioning and remote configuration
• Ensure high customer satisfaction and clear communication
• May assist with light field work during escalations (fully reimbursed)

Experience:

• Experience with ISPs, WISPs, MSPs, or managed network services
• Background supporting hospitality Wi-Fi, MDUs, RV parks, campgrounds, or multi-site networks
• Experience with ticketing systems and remote monitoring platforms
• High school or equivalent

Job Type: Full-time

Pay: $40, $45,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off
• Retirement plan

Work Location: Remote