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.