Network Support Engineer

Location: Hybrid - San Francisco, DC, or New York City — may require occasional odd-hours or on-call support.

About the role

We are seeking an experienced network support engineer to act as a point of escalation for our B2B clients. In this role, you will troubleshoot and resolve complex network issues (routing, firewall rules, port mapping, VPNs, NAT, etc.) — often live, on customer calls — and diagnose whether issues lie on the customer side, in configuration, or within our software stack. You will act as a trusted technical adviser to customers, guiding them through remediation steps or helping determine if an issue needs to be escalated to our internal engineering or product team.

Responsibilities

• Join live customer calls to diagnose and resolve complex networking and connectivity issues (routing, firewall, NAT/port-mapping, VPN, DNS, etc.).
• Determine root cause: customer environment, misconfiguration, or potential product limitation/bug.
• Clearly communicate findings to technical and non-technical stakeholders.
• Coach and guide customers through configuration changes or remediation steps.
• Triage issues: decide when to escalate to internal product/engineering teams.
• Provide detailed diagnostics, logs/traces, and context when escalating.
• Maintain clear, professional communication with customers, internal support, and engineering teams.
• Document tickets, resolutions, and recurring problems in ticketing or CRM systems.
• Identify patterns or recurring issues, provide feedback to internal teams, and suggest possible improvements.
• Participate in on-call rotation (as needed) for urgent or after-hours customer escalations.
• Work closely with internal support, product, and engineering teams to coordinate resolution, bug reports, and feature requests.

Requirements

• 5+ years of hands-on experience in network engineering, support, or operations (or equivalent).
• Deep knowledge of networking fundamentals: TCP/IP, OSI model, routing (static, dynamic), firewall/NAT, VPNs, DNS, port forwarding/NAT, subnetting, etc.
• Familiarity with common enterprise network and security equipment/configurations (firewalls, VPN gateways, NAT routers, load balancers).
• Experience troubleshooting in a customer-facing or support context (not just internal), preferably for B2B or enterprise customers.
• Strong verbal and written communication skills — ability to explain complex technical issues clearly to customers.
• Comfortable working under pressure and managing ambiguous situations (e.g., unknown root causes, multiple stakeholders).
• Skill at gathering logs/traces, analyzing packet captures (Wireshark or similar), and summarizing findings.
• Good judgment to decide when to escalate vs. resolve.
• Self-motivated, customer-oriented, able to work independently and as part of cross-functional teams.

Preferred: Certifications such as CCNA, CCNP, or equivalent; experience with cloud-networking, hybrid enterprise setups, or multi-tenant B2B connectivity.

Nice-to-haves

• Experience with multi-tenant networks, SD-WAN, cloud networking (AWS/Azure/GCP).
• Familiarity with security, compliance, VPNs, or firewall configurations at enterprise scale.
• Previous experience in a customer-facing support or escalation role.
• Scripting or automation experience (e.g., to parse logs, automate diagnostics).
• Experience with Python and Ansible.

Benefits

• Medical, dental, vision, life, and disability insurance plans.
• Employee Stock Purchase Program (ESPP) and 401K with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program, access to certification prep, and a library of technical and leadership courses/books/seminars after 6+ months of tenure.
• Certification discounts and perks for associations including CompTIA and IIBA.
• Dedicated customer service team for consultants and access to a certified Career Coach.

Contract details

Contract/hourly or daily rate (specify desired). Flexible — may include on-call or irregular hours depending on customer need. Remote or hybrid (if needed). Direct reporting to Support/Operations/Customer Success leadership.