Technical Support Engineer

About Pacific Broadband Networks (PBN) Pacific Broadband Networks (PBN) is a global provider of cutting-edge broadband infrastructure solutions, enabling high-speed video, voice, and data services over optical and hybrid networks. Our solutions power over 60 million subscribers across hundreds of networks worldwide, primarily serving CATV and FTTx operators. Founded in Australia in 1994, PBN combines deep engineering expertise with a global footprint. We design, manufacture, and support advanced broadband products — from headend to last mile — helping service providers build smarter, more reliable networks. Role Objective As a Technical Support Engineer, you will be the hands-on technical contact supporting PBN’s CALA customers throughout the lifecycle of our hardware and broadband solutions. Your primary focus will be post-sales support for our Outdoor UPS product line, including RMA processing, unit inspection and testing, and shipping and logistics. Over time, the role will expand to support PBN’s software platforms and applications, such as PON Network Management Software deployments and configuration. You will collaborate closely with customers, engineering, quality, and logistics teams to resolve hardware issues quickly and keep customer networks running.

Key Responsibilities
• Own post-sales support for the Outdoor UPS product line across the CALA region.
• Process RMA requests end to end through Zendesk — triage, issue RMA numbers, keep tickets updated, and close the loop with customers.
• Inspect and test returned UPS units against PBN test procedures (e.g., LED and tamper checks, UPS output voltage and frequency, battery charge, discharge, and capacity, and wireless signal strength), and record results.
• Diagnose faults, perform root cause analysis, and coordinate repair, refurbishment, or replacement; escalate recurring defects to engineering and quality teams.
• Manage shipping and logistics for returns, replacements, and spare units — including packing, courier bookings, import/export documentation, and inventory tracking.
• Over time, support PBN’s software platforms and applications, including troubleshooting software and networking issues involving PON and network management systems (NMS).
• Translate field and RMA feedback into actionable insights for product, hardware, and software engineering teams.
• Assist in creating technical documentation, RMA and inspection procedures, and customer training materials.
• Build and maintain strong technical relationships with customer engineering and support teams.
• Conduct remote or onsite training sessions and contribute to internal knowledge-sharing initiatives.
• Travel as required (estimated <25%). Required Experience & Skills
• 3+ years in hardware technical support, RMA/repair, field service, or electronics testing roles, ideally within broadband, telecom, or power equipment.
• Hardware or technical education background (e.g., electronics, electrical, or telecommunications engineering).
• Hands-on experience inspecting and testing electronic equipment using tools such as multimeters, clamp meters, and power supplies; comfortable following test procedures and recording results.
• Working knowledge of power systems (UPS, inverters, batteries) and wireless/cellular communication (SIM, LTE, signal strength).
• Experience using ticketing systems such as Zendesk, and with RMA, shipping, or inventory processes.
• Basic TCP/IP networking knowledge (IP addressing, device web interfaces), with willingness to build deeper software and networking skills over time.
• A practical, hands-on attitude — willing to get your hands dirty packing, shipping, and handling units.
• Strong organizational and analytical skills; able to dissect complex environments and resolve technical issues efficiently.
• Excellent communication skills in both Spanish and English (written and verbal).
• Bachelor’s degree or technical diploma in Electronics, Electrical Engineering, Computer Science, or a related field preferred. Preferred Qualifications
• Experience supporting ISPs, telecom operators, or broadband service providers.
• Familiarity with remote access and secure connectivity practices across distributed environments.
• Exposure to customer escalations, cross-functional collaboration, and post-deployment technical engagement.
• Experience with PON (GPON, XGS-PON) systems, network topology, and service activation.
• Experience with Windows and Linux environments, virtualized systems, and scripting (e.g., Python, Bash).
• Familiarity with networking protocols (VLANs, IGMP, RSTP, SIP, TR-069) and network management software (NMS/EMS).
• Experience with import/export and customs processes in Latin America.
• Hands-on experience with Cloud deployment and SaaS offerings.
• Hands-on experience with DOCSIS systems and broadband software platforms. If you thrive in high-ownership environments, enjoy solving tough customer problems hands-on, and are passionate about broadband access technologies, we invite you to join our mission to build smart networks across the CALA region.