Job Description

Company Description

Ubiquiti Inc. is a technology company based out of New York, and a leading manufacturer of Networking equipment (OEM) that has been serving its customers since 2003. Here, we create technology platforms for Businesses, Smart Homes, and Internet Service Providers, driven by our goal to connect everyone, everywhere. To date, Ubiquiti has shipped over 100 million devices worldwide, from ISP networking products to the next generation of IT solutions and our customers know UI products for their excellent user experience, high performance, and exceptional value. Our growth is made possible by the dedicated team of hundreds who collaborate virtually and perform behind the scenes, thus creating value. From software developers and product managers to designers and strategists, Team UI is driven to achieve our common goal: Simplifying IT.

For more details, please refer to our website at www.ui.com



Our goal is to have a Support Team Lead in place that goes far beyond the tiered support model and breaks the stereotype of standard Network center support. Our team here at Ubiquiti Inc. work in a non-siloed environment keeping the Agile methodologies in view thus eliminating the delays in reaching out to a resolution for a problem, ultimately resulting in raising satisfaction and achieving customer success.

Responsibilities include

1. Support all of Ubiquiti's product lines such as the Unifi Network, Unifi Protect, Unifi OS Consoles, Unifi
Talk, Unifi Service Provider and many more to diagnose and tackle wireless, security, switching, and
other various network-related issues reported by Ubiquiti customers.
2. Our technical engineers treat the support cases with a 2-way approach; resolve the issue at hand and
look for opportunities to improve product and UX.
3. Identify areas and opportunities to streamline things and provide actionable feedback for improving
brand narrative.
4. Prioritise high-touch cases and close the gaps in the workflow.
5. Investigate areas of misalignments or issues which are critical dead ends and provide suggestions to
remove them.

6. Own each customer case from initial creation to resolution and work directly with the customers and
the development teams (as and when needed).
7. Identify issues through support trends and suggest corrective actions to elevate the quality of product
and UX
8. Read and analyze packet captures using Wireshark to resolve sophisticated networking issues on
customers' devices.
9. Perform their own lab recreates in our internal lab setup as part of the troubleshooting, as and when
necessary.
10. Perform QA tests to identify issues and bottlenecks and report to the product development team
11. Optimally communicate with third parties such as resellers and customers regarding technical issues
and customer service inquiries, both orally and in writing.
12. Interpersonal skills and product knowledge and expertise are critical to responding to daily customer-
centric activities.
13. Troubleshoot complex problems with hardware equipment and software applications and recommend
corrective action.
14. Document customer communication and recurring technical issues to support product quality programs
and product development.
15. Use acquired knowledge to suggest and contribute to Knowledge Base articles.
16. Stay up to date on Ubiquiti features and technology by attending training, participating in team
communication, and keeping up with enterprise and networking trends.

Preferred Technical Skills:

• Working knowledge of networking industry, products, and protocols.
• Minimum of 1-5 years hands-on experience and a combination of the following; designing, deploying,

configuring, supporting, troubleshooting, debugging and administering the following network protocols
and technologies:
ACL, ARP, DHCP, DNS, POE (IEEE 802.3af & IEEE 802.3at), Flow Control, ICMP, IPv4 & IPv6,
LACP, LLDP, Routing protocols, QOS, SNMP, STP/RSTP/MST (IEEE 802.1d), VRRP, VLAN (IEEE
802.1q), VRF, Wireless LAN (OFDM, 2.4 GHz and 5 GHz radios, Wi-Fi 4,5,6 standards,
802.11a/b/g/n/ac wireless) , VOIP (SIP protocol), VPN, NAT/PAT.

• Experience with troubleshooting tools such as tcpdump, and Wireshark (or similar packet generation

and analysis tools) is highly desired.

• A strong comfort level with Linux is highly desired but not mandatory.
• Prior troubleshooting experience preferred.

Required Interpersonal Skills:

An ideal candidate should:

• Possess the ability to troubleshoot complex and dynamic customer environments while balancing the

communications needs of each case.

• Have a strong analytical mind, as is the ability to triage.
• As we are continually releasing new features and products, a high aptitude for both learning and

teaching are require.

• Our engineers work closely with other members of Customer Engineering as well as both Software and Hardware development--both in diagnosing problems as well as communicating them in multiple technical contexts. Thus, excellent written and verbal communication skills are a must, as is a collaborative approach.
• Ability to clearly and concisely articulate matters to customers.
• Outstanding customer service skills.
• Excellent account management, follow-through, and attention to detail.
• Ability to multitask and work under stress.

Education:

• Bachelor's Degree in the field of CS, Networking, or IT + Work experience (Minimum 4 years) in the

field of Network Engineering/Computer Science/IT, OR, Masters Degree in the field of CS, Networking,
IT + work experience (minimum 2 years) as a Network Engineer

• 2+ years of experience in computer networking-related problem solving, critical thinking, and

troubleshooting.

• Networking certifications a plus.

Powered by JazzHR