ROLE OVERVIEW

We are looking for a Senior Tier 2 Support Engineer to join a rapid-growing software-defined networking company's outsourced support team. This is a technically demanding, customer-facing escalation role — not a call centre position. You will own complex tickets that the Tier 1 team cannot resolve at first touch, act as the bridge between frontline support and the engineering organisation and hold the line on quality for the company's premium customer base.

Location: Remote — India (IST)

Working Hours: Monday to Friday, 11:30 AM – 8:30 PM IST

Start Date: Training begins 3 August 2025 (Mon–Fri, 9:00 AM – 5:00 PM EST for 3 weeks)

Type: One year Contractual (extendable)

WHAT YOU'LL DO

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Take full ownership of escalated tickets from Tier 1 — reproduce the issue, identify root cause, communicate clearly with the customer, and drive resolution.

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Diagnose complex networking problems across the full stack: Layer 2 through Layer 4, including routing, NAT, firewalls, DNS, TCP/UDP behaviour, and application-layer protocols.

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Read logs, packet captures, crash dumps,



and configs — often from incomplete information — to identify root cause.

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Write and extend Python scripts around a REST API to investigate, reproduce, and resolve issues.

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Build and contribute to Tier 1 runbooks so similar issues are resolved at first touch in future.

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Escalate to engineering only when truly necessary, with a complete diagnostic write-up. Engineering is a scarce resource — routine escalations should not reach them.

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Spin up lab environments, container-based reproductions, and side-by-side comparisons to verify behaviour before escalating.

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5

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Maintain a 1-hour P1 response SLA for premium accounts and a 4-hour P1 response SLA for all paying accounts.

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Spot renewal-risk signals in ticket interactions (frustrated tone, repeated issues, declining engagement) and route them to the sales team — no direct selling required.

REQUIRED SKILLS & EXPERIENCE

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5+ years in

📌 Tier 2 Network Support Engineer (India)
🏢 GlobalStep
📍 India