We are looking for an experienced L2/L3 Network Technical Support Engineer to provide post launch technical support for a broadband service provider's network and services. The role will be responsible for diagnosing and resolving complex network issues across broadband access,
IP, transport, and service layers.
The ideal candidate is a hands-on network engineer who can dig deep into network incidents, isolate the specific fault domain, analyze network behavior and traffic, identify root causes, and drive issues through to resolution. This role requires strong troubleshooting skills and the ability to work across multiple network domains, including access, aggregation, routing, IP services,
and customer connectivity. The engineer will work closely with NOC, network engineering, operations, architecture, service assurance, vendors, and other technical teams to resolve production issues and improve network stability after launch
Required Technical Skills
• Strong hands-on experience troubleshooting Layer 2 and Layer 3 networks in a production environment.
• Strong understanding of TCP/IP, Ethernet, VLANs, ARP, DHCP, DNS, IPv4/IPv6, routing, and IP connectivity.
• Experience troubleshooting routing protocols such as BGP and OSPF/IS-IS.
• Experience with VRFs, routing policies, NAT/CGNAT, QoS, and IP service delivery.
• Ability to use network device CLI to investigate configuration and operational state.
• Strong understanding of packet flows and ability to trace a problem hop-by-hop through the network.
• Experience using packet capture and analysis tools such as Wireshark/tcpdump.
• Experience interpreting network monitoring data, logs, alarms, interface counters, routing tables, and telemetry.
• Ability to distinguish between customer/device issues, access-network issues, transport issues, IP/routing issues, and application/service issues.
• Strong analytical and problem-solving skills with the ability to work from symptoms to root cause.
Broadband Experience
Experience in a broadband service provider environment is strongly preferred, including exposure to technologies such as:
• Fiber/FTTH broadband
• PON technologies such as GPON/XGS-PON
• OLT/ONT
• Broadband access and aggregation networks
• BNG/BRAS
• DHCP and IP address management
• RADIUS/AAA
• CGNAT
• Broadband subscriber management
• VLAN/QinQ
• MPLS/Segment Routing, where applicable
• IPv6 and dual-stack broadband
• DNS
• Network monitoring and service assurance platforms
Desired Experience
• 5+ years of experience in network engineering, network operations, or technical support.
• Experience supporting large-scale production IP/broadband networks.
• Experience working in a 24x7 operational environment and supporting critical incidents.
• Experience troubleshooting multi-vendor network environments.
• Experience with network automation or scripting using Python, Ansible, or similar technologies is a plus.
• Experience with network telemetry, observability, and service assurance platforms is a plus.
• Relevant networking certifications such as CCNA/CCNP, JNCIA/JNCIP, or equivalent practical experience are desirable.
The role requires someone who does not stop at identifying that "the network is down" or escalating the ticket, but can investigate the underlying network behavior and identify the specific technical failure.
