Network Support Engineer
About The Position
NetBrain’s Network Support team is part of Advanced Services, which helps customers achieve lasting value from NetBrain’s network automation platform after the sale. The role is a first point of contact for customers operating NetBrain in complex enterprise and government networks. The engineer provides hands-on troubleshooting, configuration guidance, and best-practice support, managing customer cases through resolution and working with internal teams on complex issues. The role also contributes to customer-facing documentation and Knowledge Base articles, and participates in an on-call rotation for after-hours support.
Requirements
- U.S. citizenship to meet specific customer contractual requirements.
- Willingness to work Pacific Time Zone (PT) hours.
- Bachelor’s degree in Computer Science, Information Technology, Networking, or a related field, and 2–4 years of experience in software technical support, network support, or a related technical role.
- CCNA or an equivalent networking certification.
- Hands-on experience configuring, managing, and troubleshooting enterprise routers, switches, and firewalls, including products from vendors such as Cisco, Juniper, Extreme Networks, F5, Palo Alto Networks, and Check Point.
- Strong understanding of routing and switching technologies, including OSPF, EIGRP, BGP, VLANs, and Spanning Tree Protocol (STP).
- Working knowledge of network security technologies and protocols, including IPsec, SSL VPN, NAT, and GRE.
- Familiarity with cloud networking concepts and architectures, particularly AWS and Microsoft Azure.
- Basic system administration and troubleshooting skills in Windows and Linux environments.
- Excellent verbal and written communication skills, including the ability to clearly explain complex technical concepts to customers.
- Strong analytical, critical-thinking, and problem-solving skills.
- Fluency in written and spoken English.
Nice To Haves
- CCNP certification or equivalent advanced networking credentials.
- AWS or Microsoft Azure certifications.
- Basic scripting experience with Python, Perl, or Ruby, and an interest in automation and process improvement.
- Experience supporting enterprise software solutions in a customer-facing technical support environment.
Responsibilities
- Provide post-sales technical support by phone, email, and online meetings, including product configuration, troubleshooting, and best-practice guidance.
- Manage customer support cases from initial report through resolution, maintaining accurate documentation, timely follow-ups, and compliance with Service Level Agreements (SLAs).
- Conduct remote troubleshooting to diagnose and resolve network connectivity, configuration, and software-related issues.
- Collaborate with a global team of Support Engineers across multiple time zones to deliver timely technical solutions.
- Work with Development, Quality Assurance, Sales, and Services Engineering to resolve complex technical issues and provide a strong customer experience.
- Create, maintain, and improve customer-facing technical documentation and Knowledge Base articles.
- Participate in an on-call rotation for after-hours technical support as required.
Benefits
- Estimated annual base salary of $105,000–$125,000 USD.
- Eligibility for performance-based bonuses.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
