Network Support Specialist

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.

The Role

We are looking for a technically curious and customer-focused Rapid Response Support Specialist to join our Site Support team. In this role, you will serve as a first point of technical triage for incoming support calls, helping customers quickly establish impact, gather critical information, and determine the most efficient path toward resolution.

This role is not solely focused on resolving every issue during the initial interaction. Instead, you will be responsible for identifying the severity of each issue, collecting high-value technical details, resolving straightforward issues when possible, and ensuring that more complex cases are escalated with the right context for the assigned engineer.

You will play a critical role in improving the customer experience by setting clear expectations, reducing back-and-forth, and ensuring that escalated cases contain the information needed for efficient troubleshooting. The ideal candidate is calm under pressure, technically sharp, highly organized, and able to communicate clearly with both customers and internal teams.

What You’ll Do

• Triage incoming support calls, callback requests, and follow-ups based on urgency, customer impact, and support eligibility
• Assess issue severity, identify urgent or business-critical issues, and route cases to the appropriate engineer or escalation path
• Resolve simple issues during the initial interaction when possible while gathering key technical details for more complex cases
• Collect and document relevant evidence, including support files, screenshots, logs, device details, timestamps, network information, and customer impact
• Set clear expectations with customers regarding next steps, follow-up communication, and escalation requirements
• Summarize and hand off cases clearly so assigned engineers have the context needed to troubleshoot efficiently
• Identify potential bugs, regressions, unexpected behavior, or product issues that may require Development, QA, or Product review

What We’re Looking For

• Strong interest in networking technology, Ubiquiti products, and customer support