Job Description
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
Foundational to intermediate understanding of networking concepts such as TCP/IP, routing, switching, VLANs, DHCP, DNS, VPNs, wireless connectivity, and firewalls
Ability to quickly assess customer impact and distinguish between critical, high-priority, standard, and informational issues
Strong troubleshooting mindset with the ability to ask focused questions, collect useful information, and document findings clearly
Excellent verbal and written communication skills, especially when handling urgent or frustrated customers
Ability to stay calm, organized, and professional in a fast-paced support environment
Collaborative mindset with a strong sense of ownership over both Customer Experience and User Experience
I
deal Education and Experience
1–3+ years of experience in technical support, help desk, network support, NOC, managed services, or a similar technical customer-facing role
Hands-on experience troubleshooting networking, wireless, security, camera, VoIP, access control, or business IT environments preferred
Experience working with ticketing systems, support queues, call handling, or escalation workflows
Familiarity with collecting logs, support files, screenshots, packet captures, or other diagnostic evidence preferred
Relevant certifications such as Network+, CCNA, Ubiquiti certifications, or equivalent practical experience are a plus
Prior experience supporting business, enterprise, MSP, or multi-site customer environments is preferred
Benefits
Latest Ubiquiti gear to build and maintain a home lab
Fully paid, high-coverage medical, dental, and vision insurance
Opportunity to directly influence products used by millions worldwide
Flexible, hybrid work environment
Salary Range
$50,000–$75,000, depending on experience, technical background, and qualifications.
Job Tags
Worldwide, Flexible hours, Night shift