ISP Network Support Engineer

Pavago is an offshore recruitment company that helps businesses build remote teams by connecting them with top talent from around the globe. It provides an all-in-one service that includes talent acquisition, hiring, onboarding, payroll management, and compliance assurance.

Pavago

Employee count: 11-50

Costa Rica only

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Job Title: ISP Network Support Engineer

Position Type: Full-Time, Remote
Working Hours: U.S. Hours

About the Role

We’re hiring a technically strong and proactive ISP Network Support Engineer to support both customer-facing troubleshooting and production network operations within a growing multi-WAN ISP environment.

This is not a basic helpdesk role. You will work directly with live network infrastructure — configuring routers, troubleshooting bonded links, supporting wireless backhaul, and maintaining high-availability systems across fiber, fixed wireless, and SD-WAN deployments.

The ideal candidate has hands-on experience in ISP, WISP, FTTH, or managed service provider environments and is comfortable balancing customer communication with deep technical execution.

What You’ll Own

Customer Support & Troubleshooting

Respond promptly and professionally to customer calls and emails related to connectivity and performance.
Diagnose and resolve issues involving bonded WAN connections, wireless links, VoIP quality, and routing misconfigurations.
Troubleshoot CPE devices, routers, and firewalls in live production environments.
Document troubleshooting steps, root cause analysis, and configuration changes accurately.
Participate in a rotating after-hours emergency support schedule (1 week per month).
Consult with business clients on connectivity optimization and redundancy strategies when needed.

Network Operations & Maintenance

Monitor and maintain core ISP infrastructure, including wireless backhaul, bonded WAN links, and edge routing devices.
Provision and configure new customer connections (router configuration, VLANs, firewall rules, QoS policies).
Troubleshoot BGP/OSPF routing issues and link failover events.
Configure and maintain MikroTik and Peplink devices in production.
Support tower deployments, backhaul upgrades, and infrastructure expansion projects.
Assist with firmware upgrades, configuration backups, and network hardening.
Maintain accurate network diagrams, IP addressing documentation, and system records.

Team Collaboration

Work closely with internal engineering and field teams to resolve complex network issues.
Escalate critical infrastructure issues appropriately while maintaining ownership.
Contribute to improving uptime, redundancy, and network optimization.
Share documentation and operational insights to improve team knowledge.

Must-Have Experience & Skills

Hands-on experience in an ISP, WISP, FTTH, or managed service provider environment.
Strong troubleshooting skills across routing, switching, and WAN connectivity.
Experience configuring routers and firewalls in production environments.
Solid understanding of TCP/IP, VLANs, NAT, VPNs, and QoS.
Experience working with BGP and/or OSPF.
Comfortable supporting both technical troubleshooting and customer communication.
Ability to work independently in a remote environment with strong documentation discipline.
Strong analytical and problem-solving mindset.

Strongly Preferred (Highly Relevant Experience)

Experience with Peplink (SpeedFusion, InControl2) in multi-WAN or bonded link environments.
Hands-on experience with MikroTik RouterOS.
Experience with fixed wireless (PTP/PMP) deployments using Cambium or Ubiquiti.
Familiarity with mmWave backhaul systems (Siklu, Aviat, or similar).
Experience supporting Starlink or hybrid WAN deployments.
VoIP troubleshooting experience (SIP, QoS prioritization).

Technical Environment

You will be working across a modern ISP infrastructure that includes:

SD-WAN & Link Bonding: Peplink (SpeedFusion, InControl2) bonding Starlink, 5G, and terrestrial links.
Fixed Wireless (PMP/PTP): Cambium and Ubiquiti networks.
High-Capacity Backhaul: Siklu (mmWave) and Aviat technologies.
Enterprise Wi-Fi: Cambium (cnMaestro) and Ubiquiti (UniFi).
Routing & Protocols: MikroTik (RouterOS), BGP, OSPF, VLAN segmentation.
VoIP: SIP troubleshooting and QoS optimization.

Key Metrics for Success

Fast, accurate resolution of support tickets.
High network uptime and minimal service disruption.
Successful provisioning and configuration of new customer connections.
Accurate and complete documentation of network changes.
Reduced repeat escalations and strong customer satisfaction.

Interview Process

Initial Screening Call
Technical Interview
Practical Troubleshooting Scenario
Final Interview
Offer & Onboarding

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About the job

Apply before

Apr 21, 2026

Posted on

Feb 20, 2026

Job type

Full Time

Experience level

Mid-level

Location requirements

Costa Rica

Hiring timezones

Costa Rica +/- 0 hours

About Pavago

Learn more about Pavago and their company culture.

View company profile

The story of Pavago begins with a common entrepreneurial frustration. Its founders, Parker Cox and Ahmed Raza Ali, were running their own businesses and, like many others, found themselves grappling with the high costs and often underwhelming results of their digital marketing efforts. Determined to find a more efficient path to growth, they turned their sights to the global talent market. This decision to look offshore proved to be a pivotal moment. Within just three months of making their first offshore hire, they witnessed a remarkable 40% reduction in their Customer Acquisition Cost (CAC). This initial success was just the beginning of a transformative journey.

Encouraged by these results, they continued to build their offshore team, and within six months, they had expanded to seven team members. This strategic move not only drove down their operational labor costs by 22% but also led to significant increases across all their critical Key Performance Indicators (KPIs). As they shared their success story with fellow business owners, they discovered a widespread need for what they had built. A waitlist of entrepreneurs quickly formed, all asking the same question: 'Can you help us scale our team the same way?' This overwhelming demand was the spark that ignited Pavago. The founders realized they had a key to unlock a competitive advantage for small and medium-sized businesses – democratizing access to incredible offshore talent. Today, Pavago stands as a comprehensive, all-in-one service partner for businesses looking to scale efficiently. They handle the entire process, from talent acquisition and onboarding to payroll management and compliance, allowing entrepreneurs to focus on growth while leveraging a global team of top-tier professionals.

Tech stack

Learn about the tools and technologies that Pavago uses to build, market, and sell its products.

View tech stack

Node.js

Next.js

NestJS

Tailwind CSS

Python

Flask

FastAPI

PostgreSQL

MongoDB

Mailchimp

Braze

8 more

Pavago employees can create an account to update this tech stack.

Employee benefits

Learn about the employee benefits and perks provided at Pavago.

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Retirement savings plan

Offers a retirement savings plan with a company match.

Company events

Company-sponsored events and team-building activities.

Flexible work hours

Offers flexible work hours to accommodate different schedules.

Remote work opportunities

The company is fully remote, allowing employees to work from anywhere.

View Pavago's employee benefits

Apply now

Please let Pavago know you found this job on Himalayas. This helps us grow!

Apply now