Job Description
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
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