Role Overview:
We are seeking a highly motivated and skilled Technical Engagement Engineer to join our team. The ideal candidate will have a strong background in networking technologies and a passion for solving complex technical issues. You will play a critical role in supporting our ISP customers by ensuring the reliability and optimal performance of their networks.
Key Responsibilities:
· Serve as the primary point of contact for technical support inquiries from ISP customers.
· Provide timely and effective troubleshooting for networking hardware, software, and configurations.
· Assist with escalations and ensure prompt resolution of customer issues.
· Diagnose and resolve network performance issues, connectivity problems, and system errors.
· Analyze packet captures and network logs to identify root causes of technical issues.
· Assist customers with the setup, configuration, and deployment of networking products (e.g., routers, switches, Wi-Fi systems, firewalls).
· Provide guidance on best practices for ISP network designs and implementations.
· Work closely with engineering and product teams to resolve complex issues and deliver feedback for product improvements.
· Escalate unresolved issues to higher-tier support or R&D teams while maintaining ownership of the case.
· Create and maintain knowledge base articles, FAQs, and technical documentation.
· Conduct training sessions for ISP customers on new features and products.
· Proactively identify trends in customer-reported issues and suggest solutions to enhance product reliability and support processes.
Qualifications:
Education: Bachelor’s degree in Computer Science, Information Technology, or a related field. Relevant certifications may be considered in lieu of a degree.
Experience:
· 5+ years of technical support experience in the networking or telecommunications industry.
· Hands-on experience supporting Internet Service Providers is a plus.
Technical Skills:
· Strong knowledge of networking protocols (TCP/IP, DHCP, DNS, BGP, OSPF, etc.).
· Experience with routing and switching, including VLANs and QoS.
· Familiarity with Wi-Fi technologies and RF troubleshooting.
· Proficiency in analyzing network logs and packet captures (Wireshark or similar tools).
· Understanding of MPLS, GPON, or Fiber Optic technologies is desirable.
Certifications:
· Preferred: CCNA, JNCIA, or equivalent networking certifications.
· Bonus: CWNA, CWSP, or other wireless certifications.
Soft Skills:
· Excellent problem-solving and analytical abilities.
· Strong verbal and written communication skills.
· Ability to work under pressure and manage multiple tasks simultaneously.
· Customer-focused mindset with a commitment to delivering exceptional service.