Location: Austin, TX
Company: Scale Computing (formerly Acumera)
Scale Computing is a global leader in edge computing, hyperconverged infrastructure, and managed networking solutions. We deliver innovative, secure, and scalable technology that powers critical operations worldwide. As part of our continued growth, we are expanding our Broadband team and seeking motivated entry-level talent to support our customers’ broadband and connectivity needs.
Job Overview
The Broadband Analyst is an entry-level technical support role responsible for triaging broadband-related support tickets, performing initial troubleshooting, and ensuring timely escalation of issues when needed. You will work closely with customers, Internet Service Providers (ISPs), and internal Engineering and Support teams to resolve incidents efficiently. This is an excellent opportunity for individuals looking to start or advance a career in IT support, network operations, or telecommunications.
Key Responsibilities:
- Monitor and triage incoming support tickets related to broadband outages, connectivity issues, and WAN failover events.
- Perform initial troubleshooting, including equipment status checks, power and cabling verification, and modem/firewall reboots.
- Coordinate with Internet Service Providers (ISPs) to schedule dispatches, equipment replacements, or service checks.
- Escalate unresolved or complex issues to Tier 2 Support or Engineering with accurate documentation.
- Assist with routine maintenance tasks such as firmware updates, app updates, or basic configuration reviews.
- Document all troubleshooting steps and contribute to updates within the internal knowledge base.
- Collaborate with teammates and cross-functional departments to support operational projects and continuous improvement efforts.
