Tier 2 Technical Support Specialist

We're Hiring: Tier 2 Escalation Engineer

Are you the person Tier 1 support calls when things get technical?
We're looking for a Tier 2 Escalation Engineer to bridge the gap between Support and Engineering diagnosing complex networking issues, debugging authentication failures, and driving critical tickets to resolution.

What You'll Do:
Own escalated tickets end-to-end — reproduce, root-cause, resolve
Troubleshoot Layer 2–4 networking: routing, NAT, firewalls, DNS, TCP/UDP
Analyze packet captures, logs, and crash dumps to solve complex issues Build and extend Python scripts around REST APIs for support automation
Support customers across Windows, macOS, Linux, Docker, Kubernetes, iOS & Android
Contribute to runbooks and mentor Tier 1 on tricky issues

What You Bring:
Strong TCP/IP fundamentals with hands-on L2–L4 troubleshooting
Hands-on with Wireshark, tcpdump, ss, netstat
Linux administration & command-line diagnostics
REST API experience + Python scripting skills
Comfort working in a 24x7 follow-the-sun support model

Nice to Have:
CCNP-level networking knowledge
Experience with SD-WAN, Palo Alto/Fortinet/Cisco ASA
OIDC/SAML SSO troubleshooting
Exposure to SIEM tools (Splunk, Sentinel, Elastic) or CI/CD pipelines