Network Support Engineer (US Shifts)

The client is looking to hire a Network Support Engineer for their team at Gurgaon.

Shift Timings : US Shifts

Client is looking to build our UI/UX Technical Support team with highly motivated individuals who are passionate about smart home and enterprise networking technology. In this role, you will become a product expert in order to provide our global user base with the most comprehensive, efficient support possible. While many support teams focus on helping individual customers fix their problems, we prioritize using this information to improve the user experience for all customers.

You will be key to advancing this user-oriented approach to technical support. Not only will you resolve requests, but you will use the insights gained to provide product UI/UX improvements in order to reduce future request volumes.

To that end, you will regularly interact with product development teams and key stakeholders

responsibilities often reserved for senior-level engineers.

Responsibilities:

Become a product expert in designated fields such as: Wireless Technologies, Routing & Switching, Security & VPNs, Security Cameras, VoIP Phones, and Door Access Systems. In addition to your onboarding training, you should be proactive in reading internal product documentation, incorporating feedback from advanced technical support engineers, and performing your own independent research on our technology.

Be the first point of contact for our users, meeting each with a personalized action plan that not only resolves their issue, but provides a larger context of its origin and impact. We strive to ensure that each user leaves their support interaction with a deeper understanding of their own technology.

Obtain all necessary background information and properly qualify the nature of each support interaction. In addition to informing advanced technical support engineers, this information is vital in creating product improvements that will prevent other such requests in the future.

Prioritize requests based on the severity and brand liability of each UX dead-end.

Respond to users efficiently and insightfully to reinforce our team's mission to provide the best support possible. You are not just a technical agent; you are a brand advocate, entrusted to minimize friction and maximize the positive impact of each interaction. Every user should feel that they are being heard, that their time is valued, and that every effort is being made to resolve their issue. Technology is inherently unpredictable, but our exemplary level of care and service should always be consistent, as this reinforces the collective trust in our brand.

Perform hands-on testing with provided homelab equipment to identify potential UX dead-ends, reproduce known ones, and use insights from each to propose areas of improvement.

Stay up to date on the latest client's products and features, particularly those receiving a lot of attention and feedback on various social media platforms.

Knowledge and Experience:

Written and verbal English fluency

Familiarity with client products is preferred, though not required. We do expect, however, that you will proactively develop your knowledge on the job. It is an advantage to have prior knowledge of:

IP addresses and DHCP

Virtual Networks (VLANs)

Domain Name Conversion (DNS)

Power-over-Ethernet (PoE)

Wireless communication, devices, and WiFi standards (e.g., WiFi 6)

VPNs

Good judgment and prioritization skills

Flexibility to work nights and/or weekends

Comfort working in a very dynamic, fast-paced environment

The ability to simplify technical concepts for non-technical users

Education :

A Bachelor's Degree (or higher) in Engineering, Computer Science, Networking, or a related field, or equivalent technical experience