Talk Straight Group

Support Engineer

• Proactively monitor the network, infrastructure, and customer services using advanced monitoring tools to detect performance issues or outages.
• Perform regular health checks on network systems and address potential issues before escalation.
• Serve as the top-level escalation point for critical and complex technical issues unresolved by first- or second-line support.
• Troubleshoot complex network issues involving routing, switching, VPNs, DNS, and firewalls.
• Investigate and resolve service-impacting incidents, including outages and performance degradation.
• Lead major network incident response, coordinating internal teams and third-party providers to restore services and minimize downtime.
• Manage incident resolution end to end, provide stakeholder updates, and produce post-incident reports with root cause analysis and preventive measures.
• Assist with configuration, deployment, and optimization of core network devices.
• Support network changes, upgrades, and migrations while minimizing customer-service disruption.
• Monitor network capacity and performance, identify trends and bottlenecks, and recommend and implement improvements.
• Work with network and systems engineering teams on network expansions, upgrades, and performance enhancements.
• Share knowledge with first- and second-line support teams, provide technical training, and mentor second-line team members.
• Collaborate with network engineers, systems engineers, and third-party vendors to resolve complex issues and implement solutions.
• Manage escalations with hardware vendors and service providers.
• Monitor for security threats, DDoS attacks, and vulnerabilities, responding to mitigate risks and protect the network.
• Ensure network configurations and policies comply with industry security and data-protection standards.

Third Line Support Engineer