Senior Tier 2 Support Engineer

Contract: 1 Year (Extendable based on business requirements)

About the Role

We are looking for a Senior Tier 2 Support Engineer to handle complex technical escalations that require deeper investigation beyond Tier 1 support. The role involves advanced network troubleshooting, customer-facing support, and close collaboration with engineering teams.

The ideal candidate should have excellent verbal and written communication skills, with proven ability to communicate confidently and effectively with international/enterprise clients.

Key Responsibilities

• Own and resolve complex customer escalations from investigation to closure.
• Troubleshoot networking issues involving TCP/IP, routing, NAT, DNS, firewalls, and VPNs.
• Analyze packet captures, logs, and diagnostic data using tools such as Wireshark and tcpdump.
• Communicate technical issues and resolutions clearly with international customers and stakeholders.
• Collaborate with Engineering teams on product-level issues and escalations.
• Develop troubleshooting guides, runbooks, and knowledge-base documentation.
• Mentor support engineers and contribute to technical knowledge sharing.
• Use Python scripting and REST APIs to support troubleshooting and automation.

Requirements

• 8+ years of experience in Technical Support, Network Engineering, or Infrastructure Support.
• Strong knowledge of TCP/IP and networking fundamentals.
• Hands-on experience with Linux troubleshooting and administration.
• Proficiency with Wireshark, tcpdump, or similar packet-analysis tools.
• Working knowledge of Python scripting and REST APIs.
• Excellent fluency in English, with strong verbal and written communication skills.
• Experience handling international/enterprise customers in a technical support environment.

Preferred Qualifications

• CCNP or equivalent networking expertise.
• Experience with SD-WAN, VPN, or overlay networking.
• Exposure to Docker and Kubernetes.
• Experience with OIDC and SAML integrations