Support Delivery Engineer

About the Role

As a Support Delivery Engineer, you will play a crucial role in delivering exceptional technical support to field engineers, technicians, and product support personnel. Your expertise will be essential in diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, sophisticated software, and networked or wireless systems. You will be the go-to person when first-line product support encounters challenges in isolating or resolving issues with malfunctioning equipment or software. Additionally, you will report design, reliability, and maintenance problems or bugs to the design engineering/software engineering teams. Your responsibilities may also include participating in customer installations and training, ensuring users receive the guidance they need for highly technical products.

What You'll Do

• Act as the first point of contact resolving vendor client's tickets regarding network technologies in accordance with contractual SLA

• Identify root cause and conduct advanced analysis by applying network engineering principles and vendor specific guidelines in live or remote troubleshooting

• Continuously attend training sessions and obtain required certifications per vendor requirements

What We're Looking For

• Experience: 1 to 3 years of relevant work experience in a technical support role.

• Education: Some college education is required; a background in network engineering or relevant work experience is preferred. A Bachelor's degree is a plus.

• Certifications: Cisco CCNA, CompTIA Net+, Sec+, and other industry-recognized certifications in relevant technologies.

• Skills:

• Ability to execute instructions and seek clarification when needed.  

• Proficient in using common office equipment and possesses strong data entry skills.

• Capable of performing basic and complex mathematical calculations.

• Demonstrates complex problem-solving, critical thinking, and decision-making abilities.

• Attention to detail with accuracy and efficiency.

• Clear communication skills, both verbal and written, in English and other local/regional languages.

• Experience in creating and delivering formal presentations.

• Strong interpersonal skills to interact effectively with high levels of management (managers and above).

• Skilled in negotiation and promoting/selling ideas persuasively.

• Ability to understand, communicate, and collaborate effectively with diverse individuals.

• Strong leadership qualities with a willingness to innovate and assert ideas.

• Excellent organizational and time management skills, with a focus on task completion.

• Adaptability to change and resilience under pressure, especially during high workloads and tight deadlines.

• Commitment to maintaining social, ethical, and organizational standards in all business activities.

• Ability to work independently with minimal supervision while maintaining confidentiality of sensitive information.

• Proficiency in using relevant computer systems and applications at various levels (basic, intermediate, advanced).

• Comfortable with prolonged phone communication (or headset use) and maintaining awareness while performing work.

Working Conditions:

• Occasional non-standard work hours or overtime as business requires.

• On-call availability required as necessary.

• Remote / Work-from-home.

• Professional, office environment.

Annual Pay Range Requirement:  

Annual compensation offered will be based on several variables including geographic location, work experience, education and skills/ achievements, and will be mutually agreed upon at the time of offer.   

• Hiring Salary Range: $56,100.00 - $64,000.00 USD

Key Skills

What’s In It For You?

• Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
• Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
• Elevate Your Personal Well-Being: Boost your finan