Sr. Technical Support Engineer

About Moxa

Moxa is a global leader in industrial networking, cybersecurity, and automation, enabling critical industries to build secure and reliable infrastructure. Guided by Integrity, Customer Focus, Mutual Respect, and Execution, we deliver innovative connectivity solutions that power industrial automation, transportation, energy, and manufacturing systems worldwide.

What You Will Do

We are seeking a technically curious and customer-focused engineer who enjoys solving complex industrial networking challenges. This role focuses on troubleshooting and supporting industrial Ethernet networks used in automation, transportation, and manufacturing environments. You will work closely with key customers, channel partners, and internal engineering teams to diagnose technical issues, provide application support, and deliver practical solutions in real-world industrial environments.

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

• 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

• 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

• 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.)

• Utilize expertise in reproducing customer issues, fault isolation, root cause analysis, and qualify critical issues in complex customer networks (L2, L3, Router, Firewall, etc.)

Provide support for customer products and systems testing by assisting customers to properly install, configure, test, and troubleshoot Moxa products

• Provide support for customer products and systems testing by assisting customers to properly install, configure, test, and troubleshoot Moxa products

Periodic onsite travel for critical escalations and key deployments

• Periodic onsite travel for critical escalations and key deployments

Highly accountable, self-motivated, and independent skills are highly desired

• Highly accountable, self-motivated, and independent skills are highly desired

Required Technical Qualifications

• 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
• Expertise in domain environments, including network authentication, certificates, and RADIUS protocols

Required Professional Qualifications

• Applicants must be authorized to work in the United States without current or future visa sponsorship
• Proven experience in onsite troubleshooting, implementation, and relationship management across multiple client locations

Preferred Technical 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

Preferred Leadership and Professional 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

Why Join Moxa?

• At Moxa, you will join a collaborative and customer-focused team that values technical expertise, innovation, and continuous learning
• Our engineers work on real-world networking challenges in industries that rely on highly reliable infrastructure
• This role offers the opportunity to deepen your networking expertise while helping customers build and maintain mission-critical systems

What we offer

• Salary: Compensation Range $81,000 -$122,000.00 / Annually
• Medical PPOs that are among the most generous in the industry
• Dental & Vision
• FSA/HSA
• 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