Senior Network Support Engineer

Technical Support & Operations

• Provide Tier 3 technical support for customers' enterprise network infrastructure.
• Act as the final technical escalation point for complex incidents beyond Tier 1 and Tier 2 support.
• Perform advanced troubleshooting, fault isolation, patching and root cause analysis to restore services within agreed service levels.
• Work closely with engineers and customers to resolve technical issues and provide timely updates.
• Open, manage, and drive TAC cases with principal vendors until successful resolution.
• Coordinate with vendors during critical incidents and product defects.
• Collaborate with Customer Success Managers to meet contractual service deliverables and operational requirements.

Training & Technical Development

• Plan, develop, and deliver technical training sessions for Tier 1 and Tier 2 engineers to enhance their technical competency.
• Design and maintain structured training materials, laboratory exercises, and hands-on workshops covering enterprise networking and security technologies. Develop and execute test plans for new software releases, patches, and hardware platforms.
• Assess engineers' technical proficiency and recommend development plans to address knowledge gaps.
• Develop and maintain technical documentation, standard operating procedures (SOPs), knowledge base (KB) articles, troubleshooting guides, and best practices.
• Keep the engineering team informed of operational best practices through the training sessions.