Product Support Engineer
Location: Plano, TX (Hybrid)
About the Role
You will serve as the internal Product Owner and technical authority for our networking product line. This is a high-impact role where you act as the technical bridge between our field customers, support staff, and the R&D development team.
As the "Bug Master," you will be responsible for ensuring product stability, resolving high-level technical escalations, and coordinating the technical accuracy of our product documentation.
Key Responsibilities
Product Ownership: Serve as the primary internal subject matter expert and support lead for assigned networking product lines.
Bug Mastery: Own the lifecycle of field-reported issues; triage, reproduce, and track bugs to drive solutions from the development team.
Scenario Testing: Execute rigorous testing based on real-world customer deployment scenarios to ensure reliability in diverse network environments.
Critical Issue Resolution: Partner with global support and R&D teams to troubleshoot and push for solutions on high-priority customer issues and large-scale deployments.
Technical Documentation Coordination: Provide the "technical truth" to the Documentation team; review manuals and guides for accuracy and identify needed FAQs or technical bulletins.
New Model Trials: Lead and coordinate internal testing for new model trials to identify and resolve hardware or software issues prior to market launch.
Competitive Analysis: Manage product known issues and limitations while maintaining detailed technical comparisons against competitor networking products.
Requirements
Education: Bachelor’s degree in Computer Science, Electrical Engineering, or a related field.
Networking Knowledge: A deep understanding of Computer Networking is required (TCP/IP, VLANs, Routing/Switching).
Knowledge of Wi-Fi and RF principles.
Communication: Strong ability to coordinate across multiple departments (Dev, Support, and Documentation).
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