About the role
Operational Support & Troubleshooting • Troubleshoot and restore: o Cisco Meraki o Fortinet (FortiGate) o Cradlepoint o Palo Alto Prisma SD-WAN • Diagnose and resolve site outages (Meraki, Fortinet, Prisma SD-WAN), including: o WAN connectivity issues o Device-level failures o Configuration-related problems• Troubleshoot routing, firewall policy, and SD-WAN policy issues and Cellular Connectivity Issues • Support and resolve SD-WAN failover and performance issues • Diagnose and resolve cellular connectivity issues: o Cradlepoint, Fortinet, Meraki o APN configuration and carrier-related issues • Engage and coordinate with U.S.-based ISPs and carriers to troubleshoot connectivity issues: o Open and manage provider support tickets o Perform joint troubleshooting (circuit testing, handoff validation) o Drive issues through resolution and confirm service restoration Implementation & Project Support • Execute network cutovers during deployments • Provide remote engineering support for field technicians: o Guide installations using standard deployment procedures o Validate configurations and ensure successful site turn-up • Implement firewall rule changes based on approved requests, following industry best practices • Support same-day service requests and deployment activities NOC / Engineering Support • Work ENG/NOC tickets and resolve issues end-to-end where within scope • Operate in a parallel support model alongside U.S.-based engineers • Troubleshoot and resolve issues independently within defined scope, escalating complex or design-related issues appropriately Workload & Availability Expectations • Actively manage and work assigned tickets and tasks throughout the entire shift • Proactively engage in: o Ticket queues o Documentation updates o Monitoring and operational tasks when ticket volume is low • Maintain continuous availability during scheduled hours for: o Real-time troubleshooting o Collaboration with U.S.-based engineers o Field technician and client support
Required Technical Skills & Experience Core Requirements • 3–5 years of hands-on experience in network engineering or network support roles • Strong experience in: o Cisco Meraki o Fortinet (FortiGate / SD-WAN) o Cradlepoint / Cellular Connectivity • Experience providing remote technical support to field technicians, including guiding installations and validating deployments • Solid understanding of: o VLANs and switching concepts o Routing fundamentals o VPN technologies (site-to-site, IPsec) o Firewall policy management o SD-WAN concepts and troubleshooting Key Technical Capabilities
Candidates must be able to independently: • Troubleshoot VPN connectivity issues • Diagnose site outages across WAN, device, and configuration layers • Implement and validate firewall rule changes • Analyze routing and policy-related issues • Support SD-WAN failover scenarios • Execute deployment cutovers with minimal supervision • Interface with ISPs/carriers to troubleshoot WAN and circuit issues
Certifications (Required / Preferred) • Cisco Meraki certifications (support/associate level) – Required • Fortinet certifications (e.g., NSE4 or equivalent) – Required • CompTIA Network+ or equivalent foundational certification – Preferred • CCNA-level knowledge (certification preferred but not required if experience is strong)