Enterprise Networking Support Engineer

• Join forces with us on our mission to build a better IT industry. We are currently looking for a highly skilled Enterprise Networking Support Engineer to our team in Stockholm, Sweden.
• Please note that applicants must live in Sweden and hold a valid work permit at the time of application to be considered for this role.

About ubiquiti

• 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.

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
• A track record of using in-depth troubleshooting to understand and resolve customer issue

Preferred

• Three year university degree, ideally with an Engineering or technical focus
• A background in the networking industry, ideally with practical, hands-on experience
• Familiarity with audio protocols is a plus
• Fluency in one more major European language (German, Spanish and/or French)

Please note that a background check will be conducted in the final stage of the recruitment process