Tier One Telecom Support Engineer

AireSpring

Technical Support Engineer working with customers and carriers on telecom transport issues. Resolving service disruptions and providing technical training and support in a dynamic environment.

Posted 7/29/2026full-timeRemote • 🇵🇰 PakistanJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting telecom transport issues, with a strong focus on Layer 1 and Layer 2 OSI model testing, and effective communication with customers and carriers. Proficient in managing technical support processes, including ticketing and documentation, while ensuring adherence to service level agreements.

Highest-signal resume keywords

Telecom Technical SupportWAN TechnologiesCisco RoutersCLEC/ILEC ExperienceTroubleshooting Procedures

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Layer 1 TestingLayer 2 TestingRouter Log AnalysisLoop TestingPerformance Statistics ReviewNetwork TopologyPing CommandsTraceroute CommandsFault IsolationTechnical Issue Resolution

Soft Skills

Attention to DetailClear DocumentationProfessional CommunicationCustomer SupportMulti-tasking

Tools & Technologies

Adtran RoutersVelo SD-WAN DevicesMerakiFortinet FirewallCentralized Device Monitoring Tools

Industry Keywords

Telecom TransportBroadband TechnologiesCopper TransportFiber TransportWireless Transport

About the role

Key responsibilities & impact

Provide technical support for telecom transport issues, working with customers, carriers, and internal teams to resolve service disruptions quickly and professionally.
Perform Layer 1 and Layer 2 OSI model testing and fault isolation through internal troubleshooting, carrier testing, router log analysis, loop testing, head-to-head testing, and performance statistics review.
Work directly with CLECs and ILECs to troubleshoot and resolve customer transport issues, coordinating with carriers and customer vendors as needed.
Handle inbound and outbound technical calls from customers, agents, and transport partners.
Create and manage internal and carrier trouble tickets, taking corrective action or escalating to appropriate parties to resolve issues within contracted SLAs.
Provide professional and courteous support via phone, email, and chat.
Log and document all interactions, issues, and resolutions efficiently and accurately in repair tickets and correspondence.
Identify the source of problems (hardware, software, user-related, etc.) and advise customers and internal teams on appropriate next steps for resolution.
Provide end-user training and education on telecom systems and troubleshooting procedures.
Escalate complex issues to Senior/Lead Technicians and Tier 2 support as necessary.
Work cross-functionally with other departments and team members to resolve complex service issues as quickly as possible.
Manage and prioritize multiple issues simultaneously while maintaining accuracy and meeting service level agreements in a dynamic, fast-changing environment.

Requirements

What you’ll need

2+ years of experience researching and resolving telecom technical issues (voice, internet, and data)
Strong knowledge of WAN technologies and centralized device monitoring and management tools
Working knowledge of Cisco and Adtran routers, Velo SD-WAN devices, Meraki, and Fortinet Firewall hardware
Prior experience working with CLECs and ILECs (Verizon, AT&T, CenturyLink, etc.)
Experience with broadband, copper, fiber, and wireless transport technologies
Basic understanding of network topology, ping, and traceroute commands
Excellent attention to detail and writing skills with the ability to create clear and concise documentation in repair tickets, emails, and internal or external correspondence.

Benefits

Comp & perks

The hours will vary monthly or quarterly
We have six standard shifts: Day Shift: 7 AM – 4 PM Mid Shift: 2 PM – 11 PM Night Shift: 10 PM – 5 AM Start and end times may vary by one to two hours. Scheduled workdays can fall within any of the following ranges: Monday to Friday Sunday to Thursday Tuesday to Saturday