Technical Support Engineer - R004059

About the position

The Technical Support Engineer (TSE) at Adtran, Inc. is responsible for providing expert phone and occasional field support for users of Adtran hardware, particularly focusing on the Broadband product suite. This role involves collaborating with various teams to resolve customer issues, ensuring a high level of customer satisfaction, and maintaining a professional image of the Adtran brand. The TSE will also engage in continuous learning to stay updated on product features and technologies.

Responsibilities

• Provide phone support and occasional field support to users of Adtran hardware.
• Field support calls on Adtran's Broadband product suite.
• Manage time and prioritize tasks effectively.
• Serve as an extension of the global Adtran Sales Team for post-sales activity.
• Maintain a professional and positive image of the Adtran brand.
• Achieve and maintain a solid understanding of Product Support tools including Microsoft Office and CRM systems.
• Maintain a customer-first mindset while resolving reported issues.
• Interact with other departments as a customer advocate to ensure timely resolution of customer issues.
• Report field issues to Engineering on behalf of the customer.
• Replicate customer network setups in labs when applicable.
• Test field issue fixes made by engineering.
• Stay updated with the latest features and new products released by Adtran.
• Provide remote support on tickets regarding Adtran hardware and software.
• Field post-sales calls from various Adtran customers including Tier 1-3 Service Providers, MSPs, and Enterprise Businesses.
• Assist in training other TSEs within the department.
• Generate and update documentation.

Requirements

• 0-2 years of relevant, professional experience required.
• Technical skills in the use of Adtran products and networking technologies.
• Excellent self-study skills to develop and maintain understanding of new technologies.
• Ability to troubleshoot effectively and develop plans to solve problems.
• Clear and effective communication skills with internal and external customers.
• Focus on providing excellent customer service and satisfaction.
• Initiative in identifying potential product issues and providing feedback.
• Self-motivated and able to work independently with minimal supervision.

Nice-to-haves

• Experience with customer service in a technical support environment.
• Familiarity with CRM and bug reporting systems.