Network Support Engineer

Job Description

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

1. Initial Screening Call
2. Technical Interview
3. Practical Troubleshooting Scenario
4. Final Interview
5. Offer & Onboarding

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