Assistant Engineer / Engineer, Customer Support

Job Summery

The Customer Support Engineer is responsible for providing technical support to residential broadband customers by diagnosing, troubleshooting, and resolving internet connectivity and service-related issues. The role acts as a key coordination point between customers and internal technical teams, including NOC, Transmission, and Field Support, to ensure timely issue resolution, service continuity, and customer satisfaction.

The position requires strong networking knowledge, problem-solving ability, effective customer communication skills, and the capability to manage technical issues through proper investigation, escalation, and follow-up while maintaining SLA commitments.

Key Responsibilities

• Provide technical support to residential broadband customers through phone, ticketing system, email, chat, and other support channels by diagnosing and resolving internet connectivity and service-related issues.
• Troubleshoot customer complaints related to internet access, slow speed, intermittent connectivity, Wi-Fi, router, ONU/ONT, LAN configuration, and other customer-premises network issues.
• Perform technical analysis using basic network troubleshooting tools such as ping, traceroute, speed tests, and identify issues related to IP, DHCP, DNS, PPPoE, NAT, VLAN, and basic routing.
• Analyze customer issues to determine whether the problem is related to customer premises, access network, transmission network, or core/NOC infrastructure and escalate accordingly.
• Manage customer support tickets by creating, updating, prioritizing, and closing tickets with proper troubleshooting details, resolution notes, and communication records while ensuring SLA compliance.
• Coordinate with NOC, Transmission, Fiber Operations, and Field Support teams for network-related issues, service disruptions, customer visits, and timely resolution of escalated technical matters.
• Maintain professional communication with customers, provide clear technical guidance, ensure proper follow-up, minimize repeat complaints, and contribute to customer satisfaction and retention.
• Monitor recurring customer complaints, prepare support reports, analyze ticket trends, downtime, resolution performance, and provide feedback to improve service quality and operational efficiency.
• Maintain accurate records of customer equipment, technical interventions, service history, and troubleshooting activities for future reference and reporting purposes.
• Perform any other technical, operational, or customer-support-related tasks assigned by the supervisor or management.