Enterprise Networking Support Engineer

At Ubiquiti Inc., 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 next generation of IT solutions. Our growth is made possible by the dedicated team of hundreds behind the scenes. From software developers and product managers to designers and strategists, Team UI is driven to achieve our common goal: Rethinking IT. At Ubiquiti, you’ll heighten your potential and broaden your horizons - all while shaping the future of connectivity.

Join forces with us on our mission to build a better IT industry. We are currently looking for an Enterprise Networking Support Engineer to provide support to new enterprise customers while working cross-functionally with QA, strategy, and engineering teams to drive product improvement.

Responsibilities

• Provide technical support for Ubiquiti’s product lines via phone, web chat, and email
• Own incoming requests from beginning to resolution for premium customers
• Educate and provide recommendations for Ubiquiti’s products, features, and best practices
• Troubleshoot and diagnose issues, including providing workarounds when required
• Identify and recreate potential bugs and shortcomings in user experience
• Stay up-to-date on Ubiquiti products and related industry technologies
• Work cross-functionally with key stakeholders to provide feedback and drive product improvements

Requirements

• A passion for technology and interest in our products
• Practical knowledge of one or more technical domains that you have helped explain to normal users
• Experience with networking including routing, switching, security, and VPNs; and an understanding of various networking protocols (TCP/IP, WireGuard, etc) and major operating systems (Linux) is preferred
• Knowledge of and enthusiasm for Ubiquiti products is a bonus
• Knowledge of troubleshooting techniques, and how to effectively communicate them to customers
• Ability to work in a fast-paced environment with changing priorities
• Expertise around factors that impact UX (e.g., how can we improve our products or services), and CX (e.g., how can we improve our support experience and customer interactions)
• Excellent written and verbal communication skills

Ideal Education and Experience

• Three-year university degree, ideally with an Engineering or technical focus
• At least 5 years of experience in a similar role
• A background in the networking industry, ideally with practical, hands-on experience
• A track record of using in-depth troubleshooting to understand and resolve customer issues

Benefits

• International work environment
• Compensation package matching global standards
• Wellness benefit, occupational pension, and medical insurance
• Five weeks' holiday per year
• Flexible work hours
• Modern office space in central Stockholm (Epicenter)
• Lunch at the office 3 x per week
• Snacks and drinks