Support Engineer

Job Title: Support Engineer
Position Type: Full-Time, Remote
Working Hours: U.S. Hours

About the Role

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

This role blends responsive customer support with hands-on network configuration, monitoring, and infrastructure expansion. The ideal candidate is curious, solutions-driven, and comfortable working across both communication and technical execution.

What You’ll Own

Customer Support & Troubleshooting

• Respond promptly and professionally to customer calls and emails.
• Diagnose and resolve connectivity and network-related issues.
• Document all interactions and resolutions thoroughly.
• Participate in a rotating after-hours emergency support schedule (1 week per month).
• Occasionally consult with business clients on tailored connectivity solutions.

Network Operations & Maintenance

• Monitor and maintain core and customer network infrastructure.
• Troubleshoot escalated technical issues.
• Provision new customer connections.
• Configure routers and firewalls, perform upgrades, and maintain network security.
• Support expansion projects including tower builds and backhaul deployments.
• Maintain accurate system and infrastructure documentation.

Team Collaboration

• Work closely with internal teams to resolve complex technical challenges.
• Contribute to service reliability and network optimization initiatives.

Must-Have Experience & Skills

• Strong communication skills with a proactive attitude.
• Demonstrated problem-solving ability and eagerness to learn.
• Relevant technical support experience beyond basic helpdesk tasks.
• Strong analytical thinking and troubleshooting skills.
• Ability to work independently in a remote environment.
• Strong organizational skills and attention to detail.

Nice-to-Have

• Experience working in an ISP or Enterprise Service Provider environment.
• Familiarity with networking technologies and principles.
• Degree in Computer Science, IT, or related field (preferred but not required).

Technical Environment

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

• SD-WAN & Link Bonding: Peplink (SpeedFusion, InControl2) for bonding Starlink, 5G, and terrestrial connections.
• Fixed Wireless Deployments (PMP/PTP): Cambium and Ubiquiti for point-to-multipoint and point-to-point networks.
• High-Capacity Backhaul Systems: Siklu (mmWave) and Aviat technologies.
• Enterprise Wi-Fi Management: Cambium (cnMaestro) and Ubiquiti (UniFi) environments.
• Routing & Network Protocols: MikroTik (RouterOS), BGP, OSPF, VLAN configuration.
• VoIP Support: SIP troubleshooting and QoS implementation for voice traffic prioritization.

Key Metrics for Success

• Fast and accurate resolution of support tickets.
• High network uptime and reliability.
• Successful provisioning and configuration of new customer connections.
• Accurate documentation of network changes and troubleshooting actions.
• Strong customer satisfaction with minimal repeat escalations.

Interview Process

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