Jobs and Careers

Product Support Engineer

Louisville, United StatesRemotefull_timeVerifiedPosted 25 Sept 2025

💰 $80,000/yr($60,000/yr – $80,000/yr)

About the role

Product Support Engineer Who Is Spectralink? Spectralink provides best-in-class Wi-Fi smart phones that enable excellence by empowering mobile workers like nurses, manufacturing and retail sales associates to do their job better than ever. As the global leader in purpose-built wireless communications, we’ve deployed over 3 million devices to customers around the world. Our dedication to listening and understanding the needs of the customer is the foundation of our business and our people, commitment to innovation and passion are our foundation for success. Headquartered in beautiful Louisville, Colorado with offices in the U.K. and Denmark, we are one global company with a common vision and mission to empower excellence by enabling mobile work forces. Want to know the best thing about working for our company? The people. Working at Spectralink means innovation with authority and collaboration among industry experts with uncompromising integrity and agility. Our employees have a chance to make powerful contributions every day. If you enjoy improving business to help customers and your teammates; enjoy solving complex problems and can communicate effectively across the organization, this is an opportunity to be a part of something great! We want to hear from you if you possess the following skills and qualifications, and are ready to join our team of positive, authentic, dedicated and innovative thinkers. About the position Our mission is to provide our customers with the best possible enterprise mobility experience in the industry. As part of the Product Support team, you’ll serve as a point of escalation, via phone or email, for complex technical issues reported by all our customers. Our customers include end users, distributors or resellers, application partners, internal technical sales group, and some in-house support. You’ll use your extensive knowledge of data networking and wireless technologies, to identify, troubleshoot and resolve technical issues that prevent our products from working in various environments.If your customer service skills are as good as your technical skills, we’d love to hear from you.Duties and Responsibilities

Ability to provide our customers, partners and cross functional team members with World Class Customer Service at all times
Provide remote on-site support to Spectralink customers across North America as needed
Ability to travel to customer sites 10%-15% of the time
If in Denver metro area work in corporate office 1-3 days a week
May work irregular hours when deployed to a customer site
Investigate customer issues, collect detailed data including wired and wireless packet captures, log file data, and syslog data to be analyzed, to identify and resolve customer issues
Work with customer and internal technical resources to identify all contributing factors to technical and application integration issues being reported with Spectralink devices
Support the installation and ongoing maintenance of the Spectralink device with call servers by analyzing and resolving issues related to messaging between products
Work customer issues to resolution via Technical Support ticket queue, emails and escalated phone calls from Tier 1 support line
Participate in after hours on-call support on a rotational basis
Required to have a strong understanding of wireless LAN interoperability to be able to ensure Spectralink products are configured correctly to work properly in a wireless environment

Qualifications

High School Diploma or equivalent
5 or more years of network/telephony/mobile device experience
Ability to understand and interpret various log types to troubleshoot network, telephony and mobile device issues
Experience with SIP protocol, TCP/IP, Networking, Ethernet (802.3), routing, switching, multicast technologies, WLAN (802.11a/b/g/n) technologies, packet captures and analysis both wired and wireless, QoS, WAN, Wireshark, OmniPeek
Experience with and ability to configure Enterprise Mobility Management (EMM) solutions
Ability to interact and provide excellent customer service/experiences both remotely and on-site with Spectralink customers
Strong communication skills both verbal and written.

Nice to haves: