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About the RoleWe are looking for a Product Support Engineer to join our Support Services team, focused on high-end, hardware-based network testing solutions.Our customers include service providers, network equipment manufacturers, and enterprise organizations that rely on our technology to test, measure, and validate their network designs and devices before going to market.Our platform is capable of emulating complex network topologies and real-world traffic conditions, enabling fast and accurate identification of problem areas. The solution operates at OSI Layers 2 and 3 and consists of both a GUI and an API, running on specialized hardware.️ What You'll DoAs part of the Support Services team, you will represent our brand by delivering excellent technical support and guiding customers through successful case resolution.Key responsibilities include:Respond to and manage Service Requests from external customers as well as internal Sales Engineers and Sales teams via phone and email.Reproduce customer environments and scenarios using routers, switches, and other networking equipment.Collaborate closely with internal teams to report bugs, follow up on fixes, validate solutions, and communicate results back to customers.Maintain accurate records of customer issues and product defects using CRM tools such as Salesforce.Occasionally provide on-site customer training and support. Skills & Experience Must HaveStrong fundamentals in data networking, including network equipment and protocols.Basic scripting or programming skills to automate tasks.Solid troubleshooting and problem-solving abilities.Strong customer-focused mindset.Ability to communicate fluently in English and Spanish, both verbally and in writing.Bachelor's degree in Engineering, Computer Science, or equivalent practical experience. Nice to HaveFormal networking training or certifications (e.g., Cisco, Spirent).Experience with Spirent Communications test equipment. Why Join Us?Work with cutting-edge network testing technology.Collaborate with global customers and expert engineering teams.Be part of a highly technical, supportive, and growth-oriented environment.
