Provide Level 2 technical support in a fast-paced contact center environment, handling inbound customer and partner contacts via voice and digital channels
Monitor network and system health using alerting and event-management platforms (e.g., SolarWinds, LogicMonitor, Auvik, Zabbix, etc.), respond to alarms, perform initial triage, and drive incidents to resolution or escalation
Perform remote diagnostics, troubleshooting, and reconfiguration for cellular and wireline gateways/routers using proprietary and standard troubleshooting tools
Troubleshoot network issues across OSI layers 1–6, including the use of Linux command-line tooling for network diagnosis (required)
Analyze Linux logs (e.g., kernel and messages, etc.) and perform packet capture troubleshooting using tools such as tcpdump and Wireshark; document findings and recommended actions (required)
Coordinate troubleshooting efforts with field services technicians, customers, channel partners, and internal contacts; escalate issues to senior support/leadership when appropriate
Support vendor/customer installations of managed equipment and services
Maintain thorough, accurate documentation of customer interactions and technical work in ticketing and related systems
Meet performance expectations and key performance indicators (KPIs) in partnership with leadership
Use company-supplied equipment (Windows laptop, headset, and peripherals) to perform daily work

Requirements

2+ years of technical support and/or call center experience in Tier I/Tier II roles (1+ year is a plus)
Professional, customer-first approach with strong and recognized customer service and interpersonal skills
Willing and able to leverage AI-assisted tools (e.g., for knowledge lookup, documentation, and troubleshooting support) while following company guidelines and maintaining data/privacy standards
Excellent written and verbal communication, with strong documentation habits
Self-starter mentality with strong ownership, follow-through, and the ability to prioritize in a shifting environment
Detail-oriented, efficient, and capable of logical/critical thinking to isolate root cause and drive resolution
Experience providing Level 2 (or higher) support to channel partners and resellers (preferred/strong plus)
Required technical support experience/knowledge: Troubleshooting aligned to the OSI model (Physical through Presentation layers)
IPv4 and subnetting
Strong proficiency in a Linux command-line environment for network troubleshooting
Log review (Linux and Cisco IOS environments), and packet capture experience using tcpdump (or equivalent)
Linux firewalling, including the ability to view and interpret rulesets in iptables/nftables to validate allowed/blocked traffic and assist in root-cause analysis
NAT troubleshooting, including interpreting port forwarding behavior, and isolating common issues such as asymmetric routing
Reliable broadband internet connection
Flexible shift availability—may include weekends, non-standard days/hours (1st, 2nd, or 3rd shift), and holidays

Benefits

Short-term incentive program
New hire stock award
Paid parental leave
PTO
Hybrid work environment
Competitive medical, health & wellbeing offerings

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supporttroubleshootingLinux command-linepacket capturetcpdumpnetwork diagnosisIPv4subnettingLinux firewallingNAT troubleshooting

Soft Skills

customer serviceinterpersonal skillswritten communicationverbal communicationdocumentationself-starterownershipdetail-orientedlogical thinkingcritical thinking