Ubiquiti
Rapid Response Support Specialist
Chicago, IL
Sponsorship not specified$50k-$75kDetected 33 days ago
Customer SupportTCP/IPDNSCiscoVoIPCommunicationOrganizational Skills
About the role
- This role is not solely focused on resolving every issue during the initial interaction.
- 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.
Responsibilities
- Triage incoming support calls, callback requests, and follow-ups based on urgency, customer impact, and support eligibility
- Collect and document relevant evidence, including support files, screenshots, logs, device details, timestamps, network information, and customer impact
- Strong interest in networking technology, Ubiquiti products, and customer support
- Strong troubleshooting mindset with the ability to ask focused questions, collect useful information, and document findings clearly
- Ability to stay calm, organized, and professional in a fast-paced support environment
- Latest Ubiquiti gear to build and maintain a home lab
Requirements
- Ability to quickly assess customer impact and distinguish between critical, high-priority, standard, and informational issues
- 1-3+ years of experience in technical support, help desk, network support, NOC, managed services, or a similar technical customer-facing role
Nice to have
- Hands-on experience troubleshooting networking, wireless, security, camera, VoIP, access control, or business IT environments 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
Compensation
- $50,000-$75,000, depending on experience, technical background, and qualifications.
Benefits
- Fully paid, high-coverage medical, dental, and vision insurance
- Flexible, hybrid work environment
Company info
- Set clear expectations with customers regarding next steps, follow-up communication, and escalation requirements
- What We're Looking For
- Excellent verbal and written communication skills, especially when handling urgent or frustrated customers
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This listing is sourced directly from Ubiquiti's careers page and normalized into a canonical job model.