Technical Support Specialist II - Wed-Sat 10 AM - 9:00 PM

Digi International•,

34d•$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 remote position offers an exciting opportunity for a dedicated professional to join our technical support team, leveraging network troubleshooting expertise and communication skills in a fast-paced, customer-focused environment. The role provides flexibility of working from home and offers a supportive, dynamic work culture. We equip you with the necessary tools and 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.
Valid work authorization in the United States at the time of application.

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.