Enterprise Network Support Engineer

About Ubiquiti

At Ubiquiti Inc., we create technology platforms for Businesses, Smart Homes, and Internet Service Providers, driven by our goal to connect everyone, everywhere. To date, Ubiquiti has shipped over 100 million devices worldwide, from ISP networking products to next generation of IT solutions. Our growth is made possible by the dedicated team of hundreds behind the scenes. From software developers and product managers to designers and strategists, Team UI is driven to achieve our common goal: Rethinking IT. At Ubiquiti, you’ll heighten your potential and broaden your horizons - all while shaping the future of connectivity.

About the Role

We are looking for highly motivated, user-obsessed individuals with a passion for technology to join as our Enterprise Support Team. You will have the opportunity to provide support to existing and new enterprise customers while working cross functionally with QA, strategy, and engineering teams to drive product improvement. In addition to receiving your own home lab equipment, you will be first in line to test and provide feedback on new products to ultimately influence strategic direction.
With ‘User Experience’ as a top priority, we not only need a technical applicant, but someone who is inquisitive and self-driven, to deliver the best and most intuitive products possible.

Responsibilities

In this role, you will be expected to:
• Provide technical support for Ubiquiti’s product lines via phone, web chat, and email
• Own incoming requests from start to finish for premium customers
• Educate and provide recommendations for Ubiquiti’s products, features, and best practices
• Troubleshoot and diagnose issues, including providing workarounds when required
• Identify and recreate potential bugs and shortcomings in user experience
• Stay up-to-date on Ubiquiti products and related industry technologies
• Work cross-functionally, with key stakeholders , to provide feedback and drive product improvements

Role Requirements

• A passion for technology and interest in our products
• Practical knowledge of networking including routing, switching, security, and VPNs.
• An understanding of various networking protocols (TCP/IP, WireGuard, etc) and major operating systems (Linux)
• Knowledge of troubleshooting techniques, and effectively guide customers through technical issues
• Ability to work in a fast-paced environment with changing priorities
• Expertise around factors that impact User Experience (e.g., how can we improve our products or services), and Customer Experience (e.g., how can we improve our support experience and customer interactions)
• Excellent written and verbal communication skills

Ideal Education and Experience

• 4-year degree, ideally with an Engineering or technical focus
• A background in the networking industry, ideally with practical, hands-on experience
• A track record of using in-depth troubleshooting to understand and resolve customer issue

Benefits

• Work with top-notch technologies
• Competitive compensation package
• Fully paid, high coverage medical insurance including dental and vision
• 401k contribution from the company
• Unlimited PTO
• Modern office with a great location
• Company products for home lab setups
• Flexible working hours and terms
• Snacks and drinks in the office