Technical Support Specialist II – 2nd Shift, 10AM – 7PM Mon-Fri
• Job Description:
- Provide Level 2 technical support in a fast-paced contact center environment, handling inbound customer and partner contacts via voice and digital channels
- Monitor network and system health using alerting and event-management platforms (e.g., SolarWinds, LogicMonitor, Auvik, Zabbix, etc.), respond to alarms, perform initial triage, and drive incidents to resolution or escalation
- Perform remote diagnostics, troubleshooting, and reconfiguration for cellular and wireline gateways/routers using proprietary and standard troubleshooting tools
- Troubleshoot network issues across OSI layers 1–6, including the use of Linux command-line tooling for network diagnosis (required)
- Analyze Linux logs (e.g., kernel and messages, etc.) and perform packet capture troubleshooting using tools such as tcpdump and Wireshark; document findings and recommended actions (required)
- Coordinate troubleshooting efforts with field services technicians, customers, channel partners, and internal contacts; escalate issues to senior support/leadership when appropriate
- Support vendor/customer installations of managed equipment and services
- Maintain thorough, accurate documentation of customer interactions and technical work in ticketing and related systems
- Meet performance expectations and key performance indicators (KPIs) in partnership with leadership
- Use company-supplied equipment (Windows laptop, headset, and peripherals) to perform daily work
- Requirements:
- 2+ years of technical support and/or call center experience in Tier I/Tier II roles
- Experience providing Level 2 (or higher) support to channel partners and resellers (preferred/strong plus)
- Strong proficiency in a Linux command-line environment for network troubleshooting
- Troubleshooting aligned to the OSI model (Physical through Presentation layers)
- IPv4 and subnetting
- Log review (Linux and Cisco IOS environments), and packet capture experience using tcpdump (or equivalent)
- Linux firewalling, including the ability to view and interpret rulesets in iptables/nftables to validate allowed/blocked traffic and assist in root-cause analysis
- NAT troubleshooting, including interpreting port forwarding behavior, and isolating common issues such as asymmetric routing
- Reliable broadband internet connection
- Flexible shift availability—may include weekends, non-standard days/hours (1st, 2nd, or 3rd shift), and holidays
- Benefits:
- Short-term incentive program
- New hire stock award
- Paid parental leave
- PTO
- Hybrid work environment
- Competitive medical, health & wellbeing compensation offerings