Network Support Engineer

Cytracom•Mckinney, TX

34d

About The Position

Cytracom delivers infrastructure software purpose-built to empower managed service providers (MSPs) and IT professionals (ITSPs) with cloud solutions that connect and secure both traditional and hybrid workforces. Our secure access service edge (SASE) solution provides identity-based network security and connectivity within a single platform that enables businesses to deploy zero-trust networks, enforce compliance and eliminate traditional firewalls and VPNs. Our unified communications suite (UCaaS) uniquely aligns with the operating needs of MSPs and enables their customers to experience seamless communication and collaboration regardless of physical location. Here's a closer look at this key role: The role is to deliver clear and effective technical support for ControlOne and network-related issues. You'll partner closely with Application Support Engineers and the Experience team to resolve escalations, strengthen customer relationships, and help drive long-term satisfaction and retention. You would be responsible for advanced troubleshooting across hardware, systems, the ControlOne platform, and network/ISP connectivity. You'll collaborate with third-party vendors when needed, perform remote diagnostics, and work through issues involving firewalls, switches, routing, and other network components. Tier 2 Network Engineers play a crucial role in ensuring a reliable and secure customer experience, while participating in the on-call rotation to support business continuity.

Requirements

Empathy for the customer and the ability to tailor communication for the given audience
Working knowledge of Voipmonitor, Wireshark, and Zendesk
Technical aptitude
Strong networking knowledge
Firewall configuration and troubleshooting
De-escalation technique
Passion for technology and their work
Creative and analytical thinking
Problem-solving mindset
Ability to thrive under pressure
Self-managed
Self-disciplined
Team player
Detail-oriented
Inquisitive nature
Commitment to excellence

Responsibilities

Lead troubleshooting through calls, screen shares, and tickets with clear, confident communication
Provide accurate, timely updates to customers regarding progress and next steps
Explain ControlOne concepts (Zero Trust, policy behavior, routing impact) in customer-friendly terms
Own each case through resolution and deliver clear root cause explanations once resolved
Troubleshoot and resolve ControlOne issues: identity, routing, edges, policies, and endpoint agents
Diagnose advanced network issues across LAN/WAN, firewalls, ISP connectivity, and VLANs
Assist with device provisioning, agent deployment, edge setup, and policy tuning
Conduct UC onboarding assessments with a focus on network readiness
Review logs, packets, and system behaviors to isolate problems
Escalate clean, well-documented cases to Tier 3/Eng when necessary
Contribute to internal knowledge sharing and product feedback loops
Manage tickets in Zendesk, prioritizing based on severity and customer impact
Multitask across outbound calls, queue calls, and tickets with strong time management
Work collaboratively with internal teams, customers, partners, ISPs, and third-party vendors
Participate in the on-call rotation
Maintain working knowledge of all Cytracom products and integrations