Support Engineer - Networking

Desired Capabilities:

• Client-facing experience in a technical support or troubleshooting role.
• Advanced English communication skills, presentation skills.
• Strong knowledge of TCP/IP networking, network security, and common application/transport protocols.
• Hands-on experience with Linux systems and the ability to use the CLI for diagnostics and automation.
• Database knowledge (databases (SQL/NoSQL)) to support backend issue troubleshooting.
• Excellent troubleshooting and debugging skills for network and system-level issues.
• Knowledge of Cisco firewalls and security solutions is a strong plus.
• Scripting knowledge (Python, Bash, or similar) is an advantage.
• Security or networking certifications (e.g., CCNA, CCNP, Security+) are a plus.
• Ability to have complex and detailed discussions with various customers.

Key Responsibilities:

• Provide advanced technical support for Cisco products, including firewalls, network traffic analysis, and system performance issues.
• Troubleshoot and debug TCP/IP networks, application/transport protocols, and security-related incidents.
• Conduct in-depth root cause analysis, ensuring timely resolution and clear documentation of client-reported issues.
• Collaborate with clients and internal teams to analyze network traffic, identify anomalies, and optimize network performance.
• Utilize Linux CLI for troubleshooting, system diagnostics, and scripting tasks to automate routine processes.
• Work with databases (SQL/NoSQL) to extract data and resolve backend issues where needed.
• Actively contribute to knowledge-sharing efforts, ensuring the team and client benefit from best practices and lessons learned.
• Assist in managing escalations and coordinating with technical leads or development teams when complex issues arise.

Minimum Qualifications:

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field; equivalent practical experience considered.
• Minimum of 2 years of experience in a technical support or troubleshooting role, preferably in a Level 2 support capacity.
• Strong knowledge of TCP/IP networking, network protocols, and network security concepts.
• Hands-on experience with Linux systems (CLI proficiency) for diagnostics and troubleshooting.
• Proven experience analyzing network traffic and identifying performance issues or anomalies.
• Familiarity with databases (SQL/NoSQL) for backend troubleshooting and querying.
• Proficiency in using defect tracking tools (e.g., JIRA, ServiceNow) for issue reporting and resolution tracking.
• Solid debugging and problem-solving skills with a methodical approach to troubleshooting complex issues.
• Experience working in a client-facing role with excellent verbal and written communication skills in English.
• Knowledge of Cisco firewalls or other network security devices is a plus.
• Networking or security certifications (e.g., CCNA, CCNP, Security+) are highly desirable.