Technical Support Administrator II (Remote US)
Digi International•,
•$47,500 - $67,000•Remote
About The Position
Ventus, an entity within Digi, is a leader in IT networking innovations, developing cellular wireless and fixed line SD-WAN, Hybrid WAN, and Cellular WAN solutions. This role offers an exciting opportunity for a dedicated professional to join our remote technical support team. You will leverage your network troubleshooting expertise and communication skills in a fast-paced, customer-focused environment. This role provides the flexibility of working from home, a supportive and dynamic work culture, and the necessary tools to succeed. We value adaptability, attention to detail, and contribution.
Requirements
- Professional, customer-first approach with strong and recognized customer service and interpersonal skills.
- Willing and able to leverage AI-assisted tools (e.g., for knowledge lookup, documentation, and troubleshooting support) while following company guidelines and maintaining data/privacy standards.
- Excellent written and verbal communication, with strong documentation habits.
- Self-starter mentality with strong ownership, follow-through, and the ability to prioritize in a shifting environment.
- Detail-oriented, efficient, and capable of logical/critical thinking to isolate root cause and drive resolution.
- 2+ years of technical support and/or call center experience in Tier I/Tier II roles (1+ year is a plus).
- Experience providing Level 2 (or higher) support to channel partners and resellers (preferred/strong plus).
- Troubleshooting aligned to the OSI model (Physical through Presentation layers).
- IPv4 and subnetting.
- Strong proficiency in a Linux command-line environment for network troubleshooting.
- Log review (Linux and Cisco IOS environments), and packet capture experience using tcpdump (or equivalent).
- Linux firewalling, including the ability to view and interpret rulesets in iptables/nftables to validate allowed/blocked traffic and assist in root-cause analysis.
- NAT troubleshooting, including interpreting port forwarding behavior, and isolating common issues such as asymmetric routing.
- Reliable broadband internet connection.
- Flexible shift availability—may include weekends, non-standard days/hours (1st, 2nd, or 3rd shift), and holidays.
- Must have valid work authorization in the United States at the time of application. Visa applications of any kind will not be considered.
Nice To Haves
- Cellular troubleshooting experience.
- Wi-Fi troubleshooting and diagnosis.
- Cisco IOS network troubleshooting and familiarity with routing protocols such as BGP and OSPF.
- Ability to diagnose common Phase 1 and Phase 2 IKE/IPsec issues.
- Experience with Digi router hardware, Digi Remote Manager and/or the Digi DAL platform.
Responsibilities
- Provide Level 2 technical support in a fast-paced contact center environment, handling inbound customer and partner contacts via voice and digital channels.
- Monitor network and system health using alerting and event-management platforms (e.g., SolarWinds, LogicMonitor, Auvik, Zabbix, etc.), respond to alarms, perform initial triage, and drive incidents to resolution or escalation.
- Perform remote diagnostics, troubleshooting, and reconfiguration for cellular and wireline gateways/routers using proprietary and standard troubleshooting tools.
- Troubleshoot network issues across OSI layers 1–6, including the use of Linux command-line tooling for network diagnosis.
- Analyze Linux logs (e.g., kernel and messages, etc.) and perform packet capture troubleshooting using tools such as tcpdump and Wireshark; document findings and recommended actions.
- Coordinate troubleshooting efforts with field services technicians, customers, channel partners, and internal contacts; escalate issues to senior support/leadership when appropriate.
- Support vendor/customer installations of managed equipment and services.
- Maintain thorough, accurate documentation of customer interactions and technical work in ticketing and related systems.
- Meet performance expectations and key performance indicators (KPIs) in partnership with leadership.
- Use company-supplied equipment (Windows laptop, headset, and peripherals) to perform daily work.
Benefits
- Short-term incentive program
- New hire stock award
- Paid parental leave
- Open (uncapped) PTO
- Hybrid work environment
- Competitive medical, health & wellbeing and compensation offerings
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
