Network Support Engineer

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

📋 Description

• Address highly intricate network-related incidents and service requests.

• Conduct advanced diagnostics across routing, switching, firewalls, VPNs, DNS, load balancing, connectivity, and network performance.

• Investigate recurring issues and assist in root cause analyses.

• Implement authorized maintenance activities, operational modifications, and recovery efforts.

• Assist with customer migrations, infrastructure modifications, and operational initiatives.

• Collaborate with Engineering, Platform, NOC, and other technical teams on complex issues and events impacting customers.

• Act as a technical resource for Technical Support Technicians and Network Support Specialists.

• Evaluate troubleshooting efforts and enhance the quality of issues, documentation, and technical consistency.

• Develop and sustain advanced technical documentation, runbooks, and knowledge resources.

• Identify opportunities to enhance operational efficiency, service reliability, and support effectiveness.

• Participate in incident response activities and post-incident evaluations.

• Ensure high-quality resolutions of complex network-related challenges and foster positive customer experiences.

• Provide technical ownership, guidance, knowledge sharing, and contributions towards continuous improvement.

⛳️ Requirements

• Significant experience in supporting network infrastructure within managed services, hosting, cloud, or enterprise environments.

• Advanced knowledge of routing, switching, firewalls, VPNs, DNS, load balancing, and networking technologies.

• Capability to independently manage highly complex technical scenarios.

• Proficiency in troubleshooting challenging technical issues and identifying practical solutions.

• Ability to mentor others and share technical knowledge.

• Strong communication skills with customers and technical teams.

• Take ownership of technical challenges until resolution.

• Ability to balance technical depth with a focus on customer service delivery.

🏝️ Benefits

• Flexible Time Off.

• Medical, Dental & Vision coverage with HSA/HRA options.

• 401(k) with 4% match.

• Paid Parental Leave.

• Life & Disability Insurance.

• Wellness Support for mental and physical health.

• Free Colocation & Cloud Access.

• Work From Anywhere – remote-friendly by design.

• A low-ego, get-it-done culture.