Tier 3, Engineer 4 – Network Solutions Engineer

Core Responsibilities

• Advanced Technical Expertise: Deep hands-on knowledge of enterprise network architectures and SDN/SDWAN solutions; capable of designing, activating, and troubleshooting complex network implementations.
• Customer & Partner Communication: Communicates effectively with enterprise customers and internal teams, translating technical details into clear impacts, risks, and recommendations.
• Cross-Functional Coordination: Works across engineering, service delivery, product, and operations teams to deliver end-to-end activation outcomes.
• Ownership & Accountability: Takes ownership of assigned activations and issues from initiation through resolution, proactively identifying and mitigating risks.
• Independent Decision-Making: Exercises sound technical judgment and autonomy within established frameworks, considering both customer experience and business priorities.
• Problem Resolution & RCA: Performs root cause analysis on complex issues and recommends targeted improvements to processes, designs, or tooling.
• Works in a 24x7 Operations environment supporting live customers.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
• Provides technical training to junior operations/engineering team members.
• Provisions network service configuration in the Software Defined Network (SDN) Service platform for services such as Firewall, NAT/PAT, QoS, DHCP, Traffic Steering, BGP, Static Routes, Wireless Backup, Hybrid WAN, High Availability, LAN and WAN interfaces, etc.
• Completes Bill of Materials (BOM) for hardware required for each site provisioned, ensuring the configuration and hardware match to meet the customer’s requirements.
• Working with Customer Project Managers (CPM), provides configurations and technical leadership as a primary technical resource on IP router network technologies, traffic flows, and overall end to end network communication during the Service Delivery process.
• Tests and turns up new uCPE and Wireless Backup circuits in a production environment. May recommend new practices and procedures, as necessary.
• Executes test plans and logs results. Gathers supporting documentation such as installation photos and speed tests.
• Interfaces with customers in regard to acceptance testing of SDN Overlay and Wireless Backup services. Executes test plans and logs results.
• Develops and implements test and acceptance criteria for network elements.
• Troubleshoots IP networking and security issues, providing resolutions according to established practices and procedures including executing packet captures, analyzing network performance data, reviewing security profiles, parsing log files, and understanding the customer’s desired outcome.
• Interfaces with customers to resolve customer issues with their service & to understand Change of Service requests.
• Interfaces with customers to help educate them on the use and functionality of their service.
• Opens and updates service tickets in database/tracking system.
• Expertly troubleshoots IP and Network Security issues including routing, performance, connectivity, access, network address translation, access control lists/firewall rules, and network management protocols (DHCP, DNS, etc.).
• Analyzes network performance metrics and identifies service affecting root causes to customer chronic and systemic issues. Collaborates with customer, Development and Strategic Engineering, and SDN Service platform vendor during in-depth troubleshooting.
• Executes Change of Service requests through the SDN Service platform. Validates functionality after changes made to ensure customer satisfaction.
• Escalates issues in a timely fashion. Provides all relevant information, accurately entering information into trouble ticket database.
• Performs deep dives and root cause analysis into customer issues looking for systemic problems.
• Collaborates with Engineering and Vendor teams on resolution of systemic problems.
• Collaborates with project stakeholders to identify tool and technical requirements to support Operations. Conducts analysis to determine integration needs.
• Works with Product Development team to determine if products, features, and applications fit specification and technical requirements.
• Researches, writes and edits documentation and technical requirements, including product and feature designs, evaluation test plans, test results, technical manuals and formal recommendations and reports.
• Provides expertise and guidance to junior team members.

Qualifications

• Demonstrated expertise in network services and technologies.
• Strong problem-solving and troubleshooting skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and manage multiple tasks simultaneously.
• Experience with SDN/SDWAN solutions.
• Knowledge of IP routing and switching fundamentals.
• Ability to work in a 24x7 operations environment.