Network Engineer

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August 30

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SupportNinja

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B2B • SaaS

SupportNinja is a company that provides customizable and agile outsourcing solutions to help businesses scale and achieve key business outcomes. They specialize in areas like customer experience, customer support, technical support, content moderation, data processing, and finance & accounting. Utilizing AI-enabled solutions, SupportNinja aids over 200 companies in optimizing operations and achieving growth without the burden of extensive headcount increases. Their services focus on flexibility and responsiveness, ensuring tailored solutions that fit the unique needs of each client.

1001 - 5000 employees

Founded 2015

🤝 B2B

☁️ SaaS

💰 Private Equity Round on 2021-02

📋 Description

• Serve as a support resource, resolving basic to medium customer-reported issues related to SD-WAN, firewalls, routers, and switches. • Receive customer calls and own case lifecycle in Salesforce and ServiceNow. • Troubleshoot and resolve VPN tunnel issues (Phase 1 and 2), Fortinet firewall policies, and network security configurations. • Perform network device replacements (firewalls, routers, and switches) using backup configurations. • Conduct root cause analysis and service restoration for network performance issues. • Maintain SLAs by prioritizing and resolving tickets based on impact and urgency. • Collaborate across internal and external teams, including Tier-1 support, NOC, Cox Service Assurance, Implementation, vendors, and ISPs/MSPs.

🎯 Requirements

• Minimum 1 year of hands-on experience in a network support or NOC operations role. • Strong communication skills with the ability to de-escalate frustrated customers and provide clear, empathetic support. • Practical experience supporting at least one SD-WAN platform (VeloCloud, Fortinet, or Meraki). • Very good understanding of network protocols and technologies: TCP/IP, UDP, SSL/IPsec, VPN, VLAN, STP, BGP, DHCP, QoS, and MPLS. • Experience with Next Generation Firewalls (NGFW) and network security concepts. • Demonstrated experience supporting LAN, WAN, Wi-Fi, and SD-WAN environments. • Working knowledge of performance monitoring tools and network management systems. • Capable of mentoring junior staff and contributing to team knowledge-sharing efforts. • Ability to clearly explain technical details to both technical and non-technical audiences.

🏖️ Benefits

• Competitive compensation • Medical insurance • 21 Days Annual Leaves • Remote work allowance • Opportunities for skills training and personal and professional development • Experience infinite fun so you can have infinite growth. • Discover A Better Way to Grow!