Network Support Engineer

Description

The company makes no-code network automation software. Its platform helps IT operations teams scale hybrid, multi-cloud networks by automating diagnostic troubleshooting, outage prevention, and protected change management. Founded in 2004, it is used by more than 2,500 large enterprises and managed services providers.

The Network Support team sits within Advanced Services and helps customers get lasting value from the platform after the sale. Support Engineers work across several time zones so customers get timely, expert help.

Engineers are the first point of contact for customers running the software in some of the most complex enterprise and government networks. They troubleshoot hands-on, guide configuration and best practices, and stay with each case until it is resolved. They work with Development, Quality Assurance, Sales, and Services Engineering on hard issues and pass customer findings back to the product.

The team values curiosity, clear communication, and a drive to automate and improve its work. Whether you are chasing a routing fault on a customer call or writing a Knowledge Base article that saves the next engineer an hour, your work shapes the customer experience.

Responsibilities

• Give post-sales technical support by phone, email, and online meetings, covering product configuration, troubleshooting, and best practice guidance.
• Own support cases from first report to resolution, keeping documentation accurate, following up on time, and meeting Service Level Agreements (SLAs).
• Run remote troubleshooting sessions with customers to find and fix connectivity, configuration, and software problems.
• Work with a global group of Support Engineers across time zones to deliver timely, effective solutions.
• Partner with Development, Quality Assurance, Sales, and Services Engineering to solve complex issues and keep customers satisfied.
• Create, update, and improve customer-facing technical documentation and Knowledge Base articles.
• Join an on-call rotation to cover after-hours support when needed.

Requirements

• U.S. citizenship is required to meet specific customer contract terms.
• Bachelor's degree in Computer Science, Information Technology, Networking, or a related field, plus 2, 4 years in software technical support, network support, or a similar technical role.
• CCNA or an equivalent networking certification is required; CCNP is preferred.
• Hands-on experience configuring, managing, and troubleshooting enterprise routers, switches, and firewalls from vendors such as Cisco, Juniper, Extreme Networks, F5, Palo Alto Networks, and Check Point.
• Solid grasp of routing and switching, including OSPF, EIGRP, BGP, VLANs, and Spanning Tree Protocol (STP).
• Working knowledge of network security protocols such as IPsec, SSL VPN, NAT, and GRE.
• Familiarity with cloud networking concepts and architectures, particularly AWS and Microsoft Azure.
• Basic system administration and troubleshooting skills on Windows and Linux.
• Clear verbal and written communication, with the ability to explain complex technical ideas to customers.
• Analytical, critical-thinking, and problem-solving skills.
• Fluent written and spoken English.

Conditions

You must be willing to work Pacific Time (PT) hours.

The estimated annual base salary is $105,000 USD to $125,000, plus eligibility for performance-based bonuses.

Final pay depends on factors such as geographic location, market conditions, relevant experience, technical expertise, and qualifications assessed during interviews.

Background reviews are individual and follow applicable law, including Massachusetts rules that bar lie detector tests as a condition of employment.

The company welcomes applications from all interested and qualified candidates.