Associate Broadband Analyst

hackajob is collaborating with Scale Computing to connect them with exceptional professionals for this role.

Who We Are

Acumera is now Scale Computing! 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.

Job Overview

The Tier 1 Support Associate is an entry-level technical support role within Scale Computing’s Broadband team. The position focuses on triaging support tickets, performing basic troubleshooting, and escalating issues as needed. You’ll collaborate with both customers and internal teams to ensure quick and effective resolution of broadband-related incidents. This role is ideal for individuals who are eager to grow in IT support, network operations, or telecommunications.

Responsibilities

• Monitor and triage incoming support tickets related to broadband connectivity and WAN failover events
• Perform basic troubleshooting: check equipment status, power, cabling, and initiate modem/firewall reboots
• Contact Internet Service Providers (ISPs) to schedule dispatches or equipment replacements
• Escalate unresolved issues to Tier 2 or Engineering teams with clear documentation
• Assist with routine maintenance tasks such as firmware or app updates
• Document troubleshooting steps and contribute to internal knowledge base updates
• Collaborate with teammates and other departments on cross-functional projects
  
  

What We’re Looking For

A customer-first mindset with strong communication skills (written and verbal)

A willingness to learn and grow in networking and IT support

Interest in troubleshooting concepts like DNS, IP addressing, and VPNs

Ability to multitask, prioritize, and stay organized

Team-oriented with a proactive and detail-focused approach

What This Role Does Not Include

Advanced network engineering or firewall configuration

Software development or scripting tasks

Infrastructure planning or system architecture decisions (handled by Tier 2+ and Engineering teams)

Qualifications

1+ year of experience in a customer support role (technical support preferred)

Bachelor’s degree in Computer Science, Information Technology or equivalent required

Coursework or experience in IT/networking is a plus

Must be able to work onsite at our Bengaluru office at least 3 days per week

Perks of Acumera

Group medical insurance.

Paid company holidays.

Casual dress code

Cab facilities for employees working in shifts.

Fully stocked snacks at office.

Vibrant and Inclusive Workplace Atmosphere.

Flexible work environment and an opportunity to grow as we grow.

Scale Computing is an equal-opportunity employer. All final candidates will be subject to a pre-employment background check.

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