Support Engineer

STAND 8 provides end to end IT solutions to enterprise partners across the United States and with offices in Los Angeles, New York, New Jersey, Atlanta, and more including internationally in Mexico and India.

The Support Engineer will provide Tier 2 technical support for broadband, Wi-Fi, set-top box, router, modem, PON, Wi-Fi, and XGS-PON technologies. This role supports customers through phone, email, remote assistance, and onsite engagement while helping resolve end-to-end system issues from headend environments to customer premise equipment. The position requires strong customer-facing communication skills, hands-on troubleshooting experience, and the ability to escalate complex issues to engineering or deployment teams when needed.

Location & Work Type
Location: Centennial, Colorado
Work Type: Onsite

Key Responsibilities

• Provide onsite Tier 2 technical support five days per week.
• Support broadband, Wi-Fi, set-top box, router, modem, PON, Wi-Fi, and XGS-PON technologies.
• Troubleshoot customer issues across end-to-end systems, including headend environments and customer premise equipment.
• Communicate escalations to Engineering and Deployment teams when issues require support beyond Tier 2 feedback.
• Create and support customer-facing documentation, including user guides, FAQs, manuals, release notes, technical bulletins, and product requirements.
• Demonstrate product knowledge while supporting customers installing or repairing onsite equipment.
• Provide technical sales and demo support as needed.
• Support a salaried, full-time backfill position with occasional travel as required.

Qualifications
Required:

• Supporting ever-growing customers with Set top Box (ATV) and Broadband (Router, Modem, Wi-Fi) product base.
• Support customers via phone, email, remote assistance or onsite.
• Focused attention to our customer business needs, this includes support of the whole end-to-end system, from headend to customer premise equipment.
• Communicate escalation of customer requests to Engineering and/or Deployment teams when a customer's issue requires greater than Support tier 2 level feedback.
• Participate or own in the creation of customer facing documentation including but not limited to user guides, FAQs, manuals, release notes, tech bulletins and product requirements.
• Demonstrate product knowledge when supporting customers who are installing or repairing on-site
• Provide technical sales and demo support as needed. Education:
• Preferably a degree or certification(s) related to Information Technology, Business, or engineering.
• Required minimum 3 years' experience in the cable, telecom, or IT industries serving as a system, support, or product engineer
• Preferred minimum 3 years' experience supporting broadband CPE based products in an engineering or customer support capacity.
• Knowledge of or measurable hands-on experience with managed network devices (router, gateway) and CMTS (Cable Modem Termination System) managed architectures.
• Understanding of IPTV set top boxes/devices (Preferred: Android TV / Useful: Apple TV, Roku, Amazon Fire, etc) and their integration within a streaming Wi-Fi environment.
• Working knowledge of IP protocols including TCP/IP, RTSP, UDP, Multicast traffic, Unicast traffic, etc.
• Proficient use of Microsoft office tools or equivalent. Including the use of online based communication and document tracking (One-Drive, Teams, Dropbox, ftp, etc).
• Professional level (very strong) interpersonal and written communication skills especially in association with customer facing communication (phone / zoom calls and comments wi

Preferred (Optional):

• Tier 2 support experience with heavy broadband/Wi-Fi experience and PON/WiFI/XGS-PON technologies.
• Occasional travel may be required.

Benefits

• Medical coverage and Health Savings Account (HSA) through Anthem
• Dental/Vision/Various Ancillary coverages through Unum
• 401(k) retirement savings plan
• Paid-time-off options
• Company-paid Employee Assistance Program (EAP)
• Discount programs through ADP WorkforceNow

Additional Details
The base salary range for this position is $65K - $75K annualy, depending on experience.
Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

About Us
STAND 8 provides end-to-end IT solutions to enterprise partners across the United States and globally with offices in Los Angeles, Atlanta, New York, Mexico, Japan, India, and more. STAND 8 focuses on the "bleeding edge" of technology and leverages automation, process, marketing, and over fifteen years of success and growth to provide a world-class experience for our customers, partners, and employees.
Our mission is to impact the world positively by creating success through PEOPLE, PROCESS, and TECHNOLOGY.
Check out more at www.stand8.io; and reach out today to explore opportunities to grow together!
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