Network Operations Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist in the configuration, installation, maintenance, and upgrades of next-generation firewalls from Fortinet, Cisco, and Palo Alto.

• Provide support for customer-facing networks and collaborate with senior engineers on network expansion, hardware refresh, and connectivity solutions.

• Implement system and network configurations in accordance with corporate security policies and best practices.

• Support SD-WAN, MPLS, Layer 2 and Layer 3 wired and wireless connectivity, including firewalls, routers, switches, and load balancers.

• Manage the lifecycle of Cradlepoint wireless edge devices using Ericsson NetCloud Manager, which includes onboarding, provisioning, configuration groups, firmware upgrades, and licensing tracking.

• Offer break/fix and change-management support for Cradlepoint deployments, covering LTE/5G WAN troubleshooting, carrier issues, RMAs, and configuration adjustments.

• Deliver multi-layered technical support to customers through Network Operations Center services.

• Identify and resolve potentially service-impacting anomalies, escalating issues as needed.

• Take ownership of complex customer issues until resolution, while escalating to senior engineering resources when necessary.

• Coordinate with customers, vendors, and third-party providers to troubleshoot issues effectively.

• Accurately document issues in the ticketing system and provide timely updates to customers.

• Pursue and maintain relevant technical certifications.

• Adhere to company ethics, values, data-handling procedures, privacy practices, compliance training, and policies.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor's or University degree in a related field, or equivalent experience of 5+ years in a similar role.

• Strong understanding of the OSI model and practical troubleshooting skills using debug commands, packet captures, and routing/path analysis.

• Hands-on experience with configuration and troubleshooting of Cisco ASA/Firepower, Cisco Secure Firewall Management Center, Fortinet FortiGate, Fortinet Access Points, and Fortinet Switches.

• Experience with Cisco routers and switches; familiarity with Cisco Nexus is preferred.

• Knowledge of Juniper EX/QFX switches, routers, and SRX firewalls.

• Familiarity with Palo Alto firewalls and Panorama.

• Experience in supporting and troubleshooting SD-WAN, including implementations with FortiGate SD-WAN solutions.

• Proficient in configuring, deploying, and troubleshooting Cradlepoint routers and wireless WAN solutions via Ericsson NetCloud Manager, including LTE/5G troubleshooting.

• Working knowledge of BGP and OSPF with practical troubleshooting experience; exposure to IS-IS is an advantage.

• Familiarity with load balancers; experience with F5 LTM/GTM is preferred.

• Exposure to VMware NSX-V and NSX-T is a plus.

• Understanding of MPLS concepts and troubleshooting methodologies.

• Strong troubleshooting experience in both Layer 2 and Layer 3.

• Knowledge of AWS networking services is a plus, including VPC, Transit Gateway, VPN, Direct Connect, Security Groups, and NACLs.

• Familiarity with Cloudflare services, including DNS, CDN, WAF, DDoS protection, Zero Trust/Access, and Tunnel, is beneficial.

• Excellent customer service skills with the ability to convey technical issues to both technical and non-technical stakeholders.

• Strong analytical and problem-solving skills, with the ability to manage incidents through to resolution in a 24/7 operations environment.

• Ability to collaborate across shifts and time zones while sharing knowledge with peers.

• Quick learning ability and adaptability to new network technologies.

• Relevant certifications such as Cisco CCNA/CCNP, Fortinet NSE, Palo Alto PCNSE, or Cradlepoint certifications are preferred but not mandatory.

• Must be legally authorized to work in the assigned country without the need for visa sponsorship.

• Capability to work extended periods using a computer, keyboard, mouse, office software, and communication tools.

• Ability to participate in frequent virtual meetings and communicate effectively in both written and verbal forms.

• Willingness to work occasional evenings, nights, weekends, or holidays for 24/7 operational support.

🏝️ Benefits

• Variable incentives, such as bonuses or sales commissions, may be available.

• Comprehensive healthcare plan options.

• Retirement plan with company matching.

• Life and additional supplemental insurance options.

• Paid time off and recognized company holidays.

• New Parent Leave.

• Wellness programs.