Rapid Response Support Specialist

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

Ideal 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.