Technical Support Associate (Fiber)

Cleerline Technology Group is a leader in the fiber optic industry, specializing in the manufacture of single-mode and multimode fiber optic cables that deliver superior strength, flexibility, and durability. The company employs patented SSF™ and BendSafe® technologies, which significantly improve the performance of fiber optic cables by reinforcing the glass itself to provide industry-leading bend performance and robustness. Unlike traditional fiber optic cables that are often fragile and prone to damage under stress, Cleerline's innovative manufacturing process ensures that their cables maintain high reliability and resilience in a variety of demanding environments. As a result, Cleerline has established itself as a trusted supplier for customers requiring high-quality fiber optic solutions for their IT, AV, telecom, and infrastructure needs.

Cleerline is currently seeking a full-time Technical Support Associate specializing in fiber technology for their location in Missoula, Montana. This in-person position offers an hourly wage between $35.00 and $45.00, emphasizing the importance of providing exceptional customer service and technical expertise to support the company’s growing customer base. Reporting to the Customer Experience Director, Rosie, the successful candidate will play a crucial role in triaging and resolving technical issues related to fiber link installations and testing, while guiding customers through troubleshooting processes and recommending the best solutions to ensure successful project outcomes.

This role requires a candidate with a strong understanding of fiber optic fundamentals, including cable and connector types, single-mode versus multimode fibers, bend radius considerations, loss budgets, and testing methodologies. Hands-on experience with fiber installation, termination, or testing in an AV, IT, or telecommunications environment is essential. Additionally, familiarity with CRM or ticketing systems will be beneficial in maintaining accurate records and ensuring effective communication around customer issues. Preferred qualifications include experience using fiber optic test equipment, knowledge of low-voltage cabling infrastructure and AV distribution systems, and certifications such as BICSI or FOA. Bilingual skills, especially Spanish, are considered an asset.

The Technical Support Associate will be responsible for initial support duties such as triaging issues, troubleshooting fiber link problems—including interpreting test equipment data and evaluating connector quality—and escalating issues when necessary across multiple communication channels including phone, chat, and email. Beyond problem resolution, the role also involves educating customers on proper fiber testing procedures, advising on project layouts, and assisting with the development of product training materials and troubleshooting documents. There is an opportunity for growth through involvement in training support and representing Cleerline at events and customer visits.

The company culture is guided by Cleerline's core values of ambition, curiosity, fun, integrity, continuous improvement, and partnership, fostering a dynamic and engaging work environment. Employees can expect a comprehensive benefits package including medical, dental, and vision insurance, health savings accounts, life insurance, accident coverage, a 3% Safe Harbor 401k plan, and paid time off that increases with tenure. This supportive atmosphere combined with competitive compensation presents an excellent opportunity for those eager to grow with a technologically innovative company committed to delivering high-quality fiber optic solutions.