Senior Wireless Technical Support Engineer (Hybrid, Puerto Rico)

About the role

The Senior Wireless Technical Support Engineer provides expert-level troubleshooting and support for wireless networking products. Working in a hybrid model from San Juan/Aguadilla, the role bridges customer escalations with engineering teams to deliver reliable solutions.

Key responsibilities

• Triage and resolve customer support escalations from multiple inbound channels.
• Meet or exceed customer expectations for response quality, timeliness, and overall experience.
• Build and maintain Layer 2/3 network testbeds.
• Reproduce customer issues, file bug tickets, and analyze logs to pinpoint root causes.
• Collaborate with developers to drive solutions and provide status updates.
• Participate in meetings, drive innovation, and integrate new technologies.
• Mentor less‑experienced staff members.

Required profile

• Bachelor's or Master's degree in Computer Science, Computer Engineering, or related field (networking focus preferred).
• Typically 6–10 years of relevant experience.
• Strong analytical and problem‑solving abilities.
• Excellent written and verbal communication skills in English.

Required skills

• Layer 2 Networking
• Layer 3 Networking
• 802.11 Wi‑Fi standards
• Network testbed design and maintenance
• Debugging and log analysis
• Bug tracking and ticketing
• Cloud architectures
• DevOps practices
• Distributed computing
• Microservices
• Full‑stack development
• Security‑first mindset
• User Experience (UX) awareness