Senior Technical Support Engineer - Industrial Networking

About the role

Moxa is a global leader in industrial networking, cybersecurity, and automation. We enable critical industries to build secure and reliable infrastructure. This role focuses on troubleshooting and supporting industrial Ethernet networks used in automation, transportation, and manufacturing environments.

Responsibilities

• Serve as the technical owner for complex escalations, driving root-cause analysis through replication, packet-level inspection, and coordination with R&D to final resolution.
• Provide top-tier customers with high-quality support via email, phone, video conferencing, and on-site services.
• Manage support cases to ensure customer issues are recorded, tracked, resolved, and follow-ups are finished promptly.
• Utilize expertise in reproducing customer issues, fault isolation, root cause analysis, and qualify critical issues in complex customer networks (L2, L3, Router, Firewall, etc.).
• Communicate with R&D regarding customer concerns and findings observed during issue replication.
• Support for customer products and systems testing by assisting customers to properly install, configure, test, and troubleshoot Moxa products.
• Produce customer-facing summaries and internal knowledge articles (clear reproduction steps, captures, configurations).
• Provide suggestions based on the Voice of Customer to Product Marketing Managers and Strategic Business Units to guide product enhancements.
• Build a positive customer experience, working closely with Engineering, Quality, and Sales Teams.
• Periodic onsite travel for critical escalations and key deployments.

Requirements

• Bachelor's degree or equivalent experience in Network Engineering, Computer Science, Information Technology, Electrical/Electronic Engineering, or a related engineering field.
• Minimum of five years of relevant industry and field experience with Ethernet and IP-based networking products.
• Expert-level proficiency in Wireshark for advanced packet analysis, root cause identification, and performance troubleshooting.
• Deep understanding of enterprise networking concepts; hands-on command line interface (CLI) experience.
• Layer 2: VLANs/Trunking, STP/RSTP/MSTP, LACP, QoS, LLDP, multicast (IGMP snooping), redundancy rings (MRP/PRP/HSR)
• Layer 3: inter-VLAN routing, static/dynamic routing (e.g., OSPF), VRRP/HSRP-like redundancy, ACLs, NAT, etc.
• VPN/Security: IPsec/SSL VPN concepts, certificates/PKI, RADIUS/802.1X

Qualifications

• Professional certification in networking, such as CCNP, CWNA, CISSP, or CCIE, (strongly preferred for senior-level consideration).
• Advanced expertise in Linux Operating Systems, including diagnostics and network services integration.

Skills

• Strong customer focus with high analytical, problem-solving, and troubleshooting abilities.
• Ability to leverage technical expertise to architect solutions, not just resolve issues, and to guide customers toward best practices.
• Proven experience managing critical escalations, coordinating with engineering, and project management.
• Ability to mentor junior engineers, provide technical guidance, and raise the overall capability of the support organization.
• Self-directed and highly accountable, with the capacity to independently support Moxa’s key customers.
• Excellent communication skills, capable of explaining complex issues to both technical and non-technical stakeholders, with an emphasis on customer business impact.
• Proficiency in Microsoft Office applications, including Excel, Word, Outlook, MS Teams, Visio, and PowerPoint.
• Ability to perform effectively under pressure, manage multiple priorities, and consistently deliver results in high-impact situations, while maintaining a positive attitude.

Benefits

• Medical PPOs that are among the most generous in the industry.
• Dental & Vision.
• 100% paid maternity and paternity leave.
• Company-paid Short- and Long-Term Disability, and Life Insurance.
• 401(k) with a competitive employer match.
• Pet discount program for those with four-legged family members.
• Wellness programs that offer resources and activities to help foster our work-life balance culture and help you stay physically and mentally fit.
• Volunteer Time Off - Give back to the community with paid time off for volunteer work.