ROLE OVERVIEW

We are looking for a Senior Tier 2 Support Engineer to join a fast-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

- Take full ownership of escalated tickets from Tier 1 — reproduce the issue, identify root cause, communicate clearly with the customer, and drive resolution.
- 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.
- Read logs, packet captures, crash dumps, and configs — often from incomplete information — to identify root cause.
- Write and extend Python scripts around a REST API to investigate, reproduce, and resolve issues.
- Build and contribute to Tier 1 runbooks so similar issues are resolved at first touch in future.
- Escalate to engineering only when truly necessary, with a complete diagnostic write-up. Engineering is a scarce resource — routine escalations should not reach them.
- Spin up lab environments, container-based reproductions, and side-by-side comparisons to verify behaviour before escalating.
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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.
- 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





- 5+ years in technical support, network engineering, or a customer-facing engineering role.
- Deep TCP/IP knowledge with hands-on debugging experience from Layer 2 through Layer 4.
- Robust command of routing, NAT, firewalls, DNS, and overlay/VPN technologies.
- Practical experience with packet capture and analysis tools: Wireshark, tcpdump, ss/netstat.
- Linux system administration — reading logs, editing configs, running diagnostic commands independently.
- Hands-on REST API experience: reading documentation, making calls, parsing JSON, integrating with scripts.
- Python scripting fluency sufficient to write or extend automation scripts for support workflows.
- Experience supporting customers across Windows, macOS, and Linux endpoints.
- Ability to read crash dumps, OS-level logs, and application-level error messages.
- Exceptional written and verbal communication skills — you are the face of the product to premium customers.

PREFERRED QUALIFICATIONS

- CCNP-level certification (Enterprise, Service Provider, or Security track) or equivalent demonstrated expertise.
- SD-WAN deployment or support experience — overlay networking concepts, controller-based deployment, and policy-driven routing.
- Enterprise firewall platform experience: Palo Alto, Fortinet, Cisco ASA.
- OIDC/SAML SSO debugging experience.
- Familiarity with webhook integrations and SIEM platforms (Microsoft Sentinel, Splunk, Elastic).
- Infrastructure-as-code, GitOps, or CI/CD pipeline exposure.
- Multilingual capability — Spanish, Portuguese, French, or German is a bonus.
- Customer success instincts: proactive outreach, retention awareness, expansion spotting.

WHAT THIS ROLE IS NOT To set expectations clearly:

- This is not a Tier 1 role — you will not be handling first-touch, basic queries.
- This is not an internal IT role — all interactions are with external paying customers.
- This is not a sales role — commercial conversations are out of scope.
- This is not an engineering role — core code changes are out of scope.

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