Technical Support Specialist II

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

📋 Description

• Deliver Level 2 technical support in a dynamic contact center environment.

• Manage incoming communications from customers and partners via voice and digital channels.

• Oversee network and system health using alerting and event management tools.

• Address alarms, conduct initial assessments, and resolve or escalate incidents as necessary.

• Execute remote diagnostics, troubleshooting, and reconfiguration of cellular and wireline gateways/routers.

• Diagnose network problems across OSI layers 1–6 utilizing Linux command-line tools.

• Analyze Linux logs and perform packet capture troubleshooting using tcpdump and Wireshark.

• Record findings and suggest actions for improvement.

• Collaborate with field technicians, customers, channel partners, and internal teams during troubleshooting.

• Assist with vendor/customer installations of managed equipment and services.

• Ensure precise documentation of customer interactions and technical work within ticketing systems.

• Achieve performance expectations and key performance indicators in cooperation with leadership.

• Utilize company-provided equipment to complete daily tasks.

⛳️ Requirements

• A minimum of 2 years of experience in technical support and/or call center roles at Tier I/Tier II levels.

• Preferred experience in Level 2 support for channel partners and resellers.

• Exceptional customer service and interpersonal abilities.

• Openness and capability to use AI-assisted tools while adhering to company policies and data/privacy standards.

• Strong written and verbal communication skills along with proficient documentation practices.

• Demonstrated ownership, follow-through, prioritization, logical reasoning, and critical thinking skills.

• Proficiency in troubleshooting across the OSI model from Physical to Presentation layers.

• Knowledge of IPv4 and subnetting.

• Competence in Linux command-line for network troubleshooting.

• Experience with Linux and Cisco IOS log analysis.

• Capability to troubleshoot packet capture using tcpdump or similar tools.

• Familiarity with Linux firewalling using iptables/nftables rulesets.

• Skills in NAT troubleshooting and port-forwarding analysis.

• A reliable broadband internet connection.

• Flexible availability for weekends, non-standard days/hours, and holidays.

• Valid work authorization in the United States at the time of application.

• Visa sponsorship is not available.

• Experience with cellular troubleshooting, Wi-Fi troubleshooting, Cisco IOS troubleshooting, BGP/OSPF, IKE/IPsec, Digi router hardware, Digi Remote Manager, and/or Digi DAL is preferred but not mandatory.

🏝️ Benefits

• Flexible work-from-home arrangement.

• Company-provided Windows laptop, headset, and peripherals.

• Short-term incentive program.

• New hire stock award.

• Paid parental leave.

• Open (uncapped) PTO.

• Medical, health, and wellbeing offerings.

• Competitive compensation packages.

• Supportive and dynamic work culture.