Technical Support Engineer (UI/UX)

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.

Company Website:

www.ui.com

About the Role

We are looking to build our UI/UX Technical Support team with highly motivated individuals who
are passionate about smart home and enterprise networking technology. In this role, you will
become a product expert in order to provide our global user base with the most comprehensive,
efficient support possible. While many support teams focus on helping individual customers fix
their problems, we prioritize using this information to improve the user experience for all
customers.
You will be key to advancing this user-oriented approach to technical support. Not only will you
resolve requests, but you will use the insights gained to provide product UI/UX improvements in
order to reduce future request volumes.
To that end, you will regularly interact with product development teams and key stakeholders—
responsibilities often reserved for senior-level engineers.

Responsibilities

• Become a product expert in designated fields such as: Wireless Technologies, Routing &
Switching, Security & VPNs, Security Cameras, VoIP Phones, and Door Access Systems.
In addition to your onboarding training, you should be proactive in reading internal product
documentation, incorporating feedback from advanced technical support engineers, and
performing your own independent research on our technology.
• Be the first point of contact for our users, meeting each with a personalized action plan
that not only resolves their issue, but provides a larger context of its origin and impact.
We strive to ensure that each user leaves their support interaction with a deeper
understanding of their own technology.
• Obtain all necessary background information and properly qualify the nature of each
support interaction. In addition to informing advanced technical support engineers, this
information is vital in creating product improvements that will prevent other such requests
in the future.
• Prioritize requests based on the severity and brand liability of each UX dead-end.
• Respond to users efficiently and insightfully to reinforce our team’s mission to provide the
best support possible. You are not just a technical agent; you are a brand advocate,
entrusted to minimize friction and maximize the positive impact of each interaction. Every

Ubiquiti Technical Services Private Limited

B1/305-306, Boomerang, Chandivali Farm Road, Chandivali, Andheri East, Mumbai- 400072
CIN No.:- U74999MH2015FTC261728
 user should feel that they are being heard, that their time is valued, and that every effort is
being made to resolve their issue. Technology is inherently unpredictable, but our
exemplary level of care and service should always be consistent, as this reinforces the
collective trust in our brand.
• Perform hands-on testing with provided home-lab equipment to identify potential UX
dead-ends, reproduce known ones, and use insights from each to propose areas of
improvement.
• Stay up to date on the latest Ubiquiti products and features, particularly those receiving a
lot of attention and feedback on various social media platforms.

Knowledge and Experience

• Written and verbal English fluency

• Familiarity with Ubiquiti products is preferred, though not required. We do expect,
however, that you will proactively develop your knowledge on the job. It is an advantage
to have prior knowledge of:
• IP addresses and DHCP
• Virtual Networks (VLANs)
• Domain Name Conversion (DNS)
• Power-over-Ethernet (PoE)
• Wireless communication, devices, and WiFi standards (e.g., WiFi 6)
• VPNs
• Good judgment and prioritization skills
• Flexibility to work nights and/or weekends
• Comfort working in a very dynamic, fast-paced environment
• The ability to simplify technical concepts for non-technical users

Education

• A Bachelor's Degree (or higher) in Engineering, Computer Science, Networking, or a

related field, or equivalent technical experience.

Work Location & Shift

• Mumbai & Gurgaon (Work from office)

• Night/Rotational Shift

Ubiquiti Technical Services Private Limited

B1/305-306, Boomerang, Chandivali Farm Road, Chandivali, Andheri East, Mumbai- 400072
CIN No.:- U74999MH2015FTC261728