Level 2 Network Support Engineer (GCC Network Team)

🏢 Summary: The role focuses on providing advanced Level 2 operational support to ensure stability, availability, and performance of a global enterprise network infrastructure. It involves proactive monitoring, incident resolution, configuration management, and troubleshooting across multiple network technologies in a follow-the-sun model. The position requires strong hands-on expertise in network operations and enterprise environments. 🗂️ Requirements: Strong experience in Network Operations or Network Support environments, Experience supporting enterprise-scale network infrastructures, Proven experience in incident management and advanced troubleshooting, Strong knowledge of LAN and Switching technologies, Strong knowledge of Enterprise Wi-Fi environments, Experience with Firewall technologies, Experience with Zscaler solutions (ZIA/ZPA), Experience with SD-WAN environments, Understanding of WAN and underlay connectivity services, Experience with network monitoring and observability tools, Understanding of ITIL processes and service management practices 📃 Skills: LAN, Switching, WiFi, Firewall, PaloAlto, Zscaler, ZIA, ZPA, SDWAN, WAN, TCPIP, ITIL, Monitoring, Observability 🏢 Description: Summary The Level 2 Network Support Engineer plays a critical role in ensuring the stability, availability, and performance of the global network infrastructure. This position provides advanced operational support across multiple network technologies, including LAN, Wi-Fi, Firewall, Zscaler, SD-WAN, and WAN services. The engineer is responsible for proactive monitoring, incident resolution, service request fulfillment, and operational support activities while maintaining high service quality and customer satisfaction. This is a hands-on, run-oriented role requiring strong technical troubleshooting capabilities, operational rigor, and a customer-focused mindset. Responsibilities: Monitoring & Supervision: Continuously monitor network services and infrastructure to proactively identify issues and performance degradation. Supervise the health and availability of LAN, Wi-Fi, Firewall, Zscaler, SD-WAN, and WAN environments. Analyze alerts and events generated by monitoring platforms. Perform initial diagnostics and corrective actions to restore service as quickly as possible. Escalate complex issues or recurring problems to Level 3 teams when required. Incident Management: Investigate and resolve incidents escalated from Level 1 support or detected through monitoring activities. Perform advanced troubleshooting across supported network technologies. Manage incidents throughout their lifecycle, ensuring timely communication and resolution. Participate in the management of Major Incidents (P1/P2) and support crisis resolution activities. Contribute to root cause analysis and corrective action implementation. Ensure incident records are properly documented and maintained. Request & Work Order Management: Execute service requests and work orders related to network operations. Perform standard operational activities such as configuration changes, access requests, policy updates, and network provisioning tasks. Ensure all requests are completed within agreed service levels and operational procedures. Maintain accurate documentation of completed activities. Operational Support & Service Continuity: Support daily network operations across global regions following a Follow-the-Sun support model. Ensure service continuity through proactive operational management. Participate in operational handovers between regions (APAC, EMEA, NAM/LAM). Collaborate closely with internal teams, vendors, and service providers to ensure efficient service delivery. Knowledge Management & Documentation: Create, maintain, and improve operational documentation, runbooks, procedures, and knowledge articles. Ensure troubleshooting guides remain accurate and up to date. Contribute to knowledge sharing across the support organization. Continuous Improvement: Identify recurring issues and opportunities for operational improvements. Support automation and process optimization initiatives. Contribute to improving monitoring coverage, alert quality, and operational efficiency. Participate in service reviews and operational improvement discussions. Must Haves: Strong experience in Network Operations or Network Support environments. Experience supporting enterprise-scale network infrastructures. Proven experience in incident management and operational troubleshooting. Strong knowledge of LAN and Switching technologies. Strong knowledge of Enterprise Wi-Fi environments. Experience with Firewall technologies (Palo Alto preferred). Experience with Zscaler solutions (ZIA / ZPA). Experience with SD-WAN environments. Understanding of WAN and Underlay connectivity services. Experience with network monitoring and observability tools. Understanding of ITIL processes and service management practices. Nice to Haves: Strong analytical and troubleshooting capabilities. Customer-oriented mindset. Strong communication and collaboration skills. Ability to work effectively in a global and multicultural environment. Ability to manage priorities and work under pressure during critical incidents. Proactive and hands-on mindset. Ownership and accountability. Structured and detail-oriented. Team player with strong collaboration skills. Continuous improvement mindset. Other Details: Key Value of the Role: Ensure network service availability and operational stability. Deliver high-quality support and incident resolution. Maintain customer satisfaction through effective service delivery. Support a scalable and efficient global network operating model. Contribute to operational excellence and continuous improvement initiatives. Reason (Must Have): Strong experience in Network Operations: Essential for effectively managing complex network environments and resolving incidents efficiently. Experience supporting enterprise-scale network infrastructures: Necessary for understanding the complexities and requirements of large-scale networks. Reason (Nice to Have): Strong analytical and troubleshooting capabilities: Adds value by enhancing the quality of incident resolution and operational support. Customer-oriented mindset: Helps maintain high customer satisfaction levels, which is crucial in support roles. Trust Score: Score: High Evidence: Detailed responsibilities, specific technologies listed, and quantified experience levels enhance clarity for precise sourcing. Sourcing Guidance / Clarifications Needed: The job description provides good technical clarity for sourcing. Consider these potential recommendations to enhance the search: Recommendation: Search for candidates with skills in both LAN and Firewall technologies. Rationale: These skills are often found together in complex network environments and can provide more comprehensive candidates. Recommendation: Look for experience with automation tools alongside network troubleshooting. Rationale: Automation expertise can significantly improve operational efficiency and contribute to the continuous improvement initiatives mentioned. Recommendation: Consider candidates with experience in multi-cloud environments. Rationale: Experience in managing services across cloud platforms will lend valuable insight into a diverse network infrastructure.

🏢 Summary: Hands-on Level 2 Network Support Engineer role focused on maintaining stability, availability, and performance of a global enterprise network infrastructure. The position involves advanced monitoring, incident resolution, and operational support across LAN, Wi-Fi, Firewall, Zscaler, SD-WAN, and WAN environments. The role emphasizes strong troubleshooting skills, proactive operations, and high-quality service delivery. 🗂️ Requirements: Experience in Network Operations or Network Support, Experience with enterprise-scale network infrastructures, Proven incident management and troubleshooting experience, Strong knowledge of LAN and Switching, Strong knowledge of Enterprise Wi-Fi, Experience with Firewall technologies, Experience with Zscaler (ZIA / ZPA), Experience with SD-WAN, Understanding of WAN and underlay connectivity, Experience with network monitoring tools, Understanding of ITIL processes 📃 Skills: LAN, Switching, Wi-Fi, Firewall, PaloAlto, Zscaler, ZIA, ZPA, SD-WAN, WAN, ITIL, Monitoring 🏢 Description: Summary The Level 2 Network Support Engineer plays a critical role in ensuring the stability, availability, and performance of the global network infrastructure. This position provides advanced operational support across multiple network technologies, including LAN, Wi-Fi, Firewall, Zscaler, SD-WAN, and WAN services. The engineer is responsible for proactive monitoring, incident resolution, service request fulfillment, and operational support activities while maintaining high service quality and customer satisfaction. This is a hands-on, run-oriented role requiring strong technical troubleshooting capabilities, operational rigor, and a customer-focused mindset. Main Responsibilities Monitoring & Supervision: Continuously monitor network services and infrastructure to proactively identify issues and performance degradation. Supervise the health and availability of LAN, Wi-Fi, Firewall, Zscaler, SD-WAN, and WAN environments. Analyze alerts and events generated by monitoring platforms. Perform initial diagnostics and corrective actions to restore service as quickly as possible. Escalate complex issues or recurring problems to Level 3 teams when required. Incident Management: Investigate and resolve incidents escalated from Level 1 support or detected through monitoring activities. Perform advanced troubleshooting across supported network technologies. Manage incidents throughout their lifecycle, ensuring timely communication and resolution. Participate in the management of Major Incidents (P1/P2) and support crisis resolution activities. Contribute to root cause analysis and corrective action implementation. Key Requirements Strong experience in Network Operations or Network Support environments. Experience supporting enterprise-scale network infrastructures. Proven experience in incident management and operational troubleshooting. Strong knowledge of LAN and Switching technologies. Strong knowledge of Enterprise Wi-Fi environments. Experience with Firewall technologies (Palo Alto preferred). Experience with Zscaler solutions (ZIA / ZPA). Experience with SD-WAN environments. Understanding of WAN and Underlay connectivity services. Experience with network monitoring and observability tools. Understanding of ITIL processes and service management practices. Nice to Have Strong analytical and troubleshooting capabilities. Customer-oriented mindset. Strong communication and collaboration skills. Ability to work effectively in a global and multicultural environment. Ability to manage priorities and work under pressure during critical incidents. Proactive and hands-on mindset. Ownership and accountability. Structured and detail-oriented. Team player with strong collaboration skills. Continuous improvement mindset. Other Details Key Value of the Role: Ensure network service availability and operational stability. Deliver high-quality support and incident resolution. Maintain customer satisfaction through effective service delivery. Support a scalable and efficient global network operating model. Contribute to operational excellence and continuous improvement initiatives.

🏢 Summary: The offer is for a Level 2 Network Support Engineer responsible for maintaining the stability, availability, and performance of a global network infrastructure. The role focuses on advanced troubleshooting, incident management, proactive monitoring, and operational support across LAN, Wi-Fi, Firewall, Zscaler, SD-WAN, and WAN environments. It is a hands-on, run-oriented position within a Follow-the-Sun support model requiring strong technical expertise in enterprise networking. 🗂️ Requirements: Strong knowledge of LAN and switching technologies, Strong knowledge of enterprise Wi-Fi environments, Experience with firewall technologies, Experience with Zscaler (ZIA/ZPA), Experience with SD-WAN environments, Understanding of WAN and underlay connectivity, Experience with network monitoring and observability tools, Understanding of ITIL processes and service management, Ability to perform advanced network troubleshooting, Experience in incident and major incident management 📃 Skills: LAN, Switching, Wi-Fi, Firewall, PaloAlto, Zscaler, ZIA, ZPA, SD-WAN, WAN, Monitoring, Observability, ITIL 🏢 Description: Role Overview The Level 2 Network Support Engineer plays a critical role in ensuring the stability, availability, and performance of the global network infrastructure. This position provides advanced operational support across multiple network technologies, including LAN, Wi-Fi, Firewall, Zscaler, SD-WAN, and WAN services. The engineer is responsible for proactive monitoring, incident resolution, service request fulfillment, and operational support activities while maintaining high service quality and customer satisfaction. This is a hands-on, run-oriented role requiring strong technical troubleshooting capabilities, operational rigor, and a customer-focused mindset. Key Responsibilities Monitoring & Supervision Continuously monitor network services and infrastructure to proactively identify issues and performance degradation. Supervise the health and availability of LAN, Wi-Fi, Firewall, Zscaler, SD-WAN, and WAN environments. Analyze alerts and events generated by monitoring platforms. Perform initial diagnostics and corrective actions to restore service as quickly as possible. Escalate complex issues or recurring problems to Level 3 teams when required. Incident Management Investigate and resolve incidents escalated from Level 1 support or detected through monitoring activities. Perform advanced troubleshooting across supported network technologies. Manage incidents throughout their lifecycle, ensuring timely communication and resolution. Participate in the management of Major Incidents (P1/P2) and support crisis resolution activities. Contribute to root cause analysis and corrective action implementation. Ensure incident records are properly documented and maintained. Request & Work Order Management Execute service requests and work orders related to network operations. Perform standard operational activities such as configuration changes, access requests, policy updates, and network provisioning tasks. Ensure all requests are completed within agreed service levels and operational procedures. Maintain accurate documentation of completed activities. Operational Support & Service Continuity Support daily network operations across global regions following a Follow-the-Sun support model. Ensure service continuity through proactive operational management. Participate in operational handovers between regions (APAC, EMEA, NAM/LAM). Collaborate closely with internal teams, vendors, and service providers to ensure efficient service delivery. Knowledge Management & Documentation Create, maintain, and improve operational documentation, runbooks, procedures, and knowledge articles. Ensure troubleshooting guides remain accurate and up to date. Contribute to knowledge sharing across the support organization. Continuous Improvement Identify recurring issues and opportunities for operational improvements. Support automation and process optimization initiatives. Contribute to improving monitoring coverage, alert quality, and operational efficiency. Participate in service reviews and operational improvement discussions. Technical Skills - Strong knowledge of LAN and Switching technologies. - Strong knowledge of Enterprise Wi-Fi environments. - Experience with Firewall technologies (Palo Alto preferred). - Experience with Zscaler solutions (ZIA / ZPA). - Experience with SD-WAN environments. - Understanding of WAN and Underlay connectivity services. - Experience with network monitoring and observability tools. - Understanding of ITIL processes and service management practices.

🏢 Summary: The Level 2 Network Support Engineer is responsible for maintaining the stability, performance, and availability of a global enterprise network infrastructure. The role focuses on monitoring, troubleshooting, and resolving network incidents across LAN, Wi-Fi, Firewall, SD-WAN, WAN, and Zscaler environments. It involves operational support in a Follow-the-Sun model and escalation of complex issues to higher support levels. 🗂️ Requirements: Experience in Network Operations or Network Support, Experience with enterprise-scale network infrastructures, Strong knowledge of LAN and Switching, Strong knowledge of Enterprise Wi-Fi, Experience with Firewall technologies, Experience with Zscaler (ZIA, ZPA), Understanding of ITIL processes, Ability to perform network diagnostics and troubleshooting 📃 Skills: LAN, WAN, Wi-Fi, Switching, Firewall, PaloAlto, Zscaler, ZIA, ZPA, SD-WAN, ITIL, Networking, Monitoring, Troubleshooting 🏢 Description: Summary The Level 2 Network Support Engineer plays a critical role in ensuring the stability, availability, and performance of the global network infrastructure. This position demands a strong background in network operations and expertise in enterprise-scale network environments. Main Responsibilities Continuously monitor network services and infrastructure to proactively identify issues and performance degradation. Supervise the health and availability of LAN, Wi-Fi, Firewall, Zscaler, SD-WAN, and WAN environments. Analyze alerts and events generated by monitoring platforms. Perform initial diagnostics and corrective actions to restore service as quickly as possible. Escalate complex issues or recurring problems to Level 3 teams when required. Investigate and resolve incidents escalated from Level 1 support. Manage incidents throughout their lifecycle, ensuring timely communication and resolution. Execute service requests and work orders related to network operations. Support daily network operations across global regions following a Follow-the-Sun model. Create, maintain, and improve operational documentation, runbooks, procedures, and knowledge articles. Identify recurring issues and opportunities for operational improvements. Key Requirements Strong experience in Network Operations or Network Support environments. Experience supporting enterprise-scale network infrastructures. Strong knowledge of LAN and Switching technologies. Strong knowledge of Enterprise Wi-Fi environments. Experience with Firewall technologies (Palo Alto preferred). Experience with Zscaler solutions (ZIA / ZPA). Understanding of ITIL processes and service management practices. Nice to Have Experience with SD-WAN environments. Experience with network monitoring and observability tools. Strong analytical and troubleshooting capabilities. Customer-oriented mindset. Other Details The position employs a global perspective, supporting teams across the APAC, EMEA, and NAM/LAM regions within the GCC Network Team, utilizing a Follow-the-Sun support model for effective operations. the position is based in Pune and follows a hybrid working model. We are currently looking for immediate joiners who can join the team at the earliest.

🏢 Summary: The offer is for a Network Engineer Expert responsible for designing, implementing, and maintaining enterprise network infrastructure to ensure high performance and reliability. The role focuses on configuring multi-vendor network devices, optimizing network performance, and resolving complex incidents. It requires strong technical expertise in network protocols, infrastructure operations, and performance analysis. 🗂️ Requirements: Proven experience in network engineering, Strong knowledge of network protocols, topologies, and technologies, Experience configuring and operating multi-vendor network devices, Ability to diagnose and resolve complex network incidents, Degree in Computer Science or related technical field, Network engineering certification or equivalent, Ability to document technical processes, Ability to work autonomously in technical environments 📃 Skills: Networking, TCP/IP, Routing, Switching, LAN, WAN, DNS, DHCP, Firewalls, VLAN, VPN 🏢 Description: Introduction & Summary: The Network Engineer Expert will play a critical role in the design, implementation, and maintenance of the company's network infrastructure. This position requires a proven background in network engineering, including expertise in network protocols, devices, and performance optimization to ensure high service quality and reliability. Main Responsibilities: Design, implement, and maintain the network infrastructure within defined technical scope. Coordinate with technical stakeholders for efficient network operation. Provide technical support to internal users via service requests. Analyze network performance and identify optimization opportunities. Implement and configure network devices according to specifications. Investigate and resolve network-related incidents within response times. Maintain up-to-date knowledge of network technologies and best practices. Key Requirements: Proven expertise in network engineering. Solid understanding of network protocols, topologies, and technologies. Capability to configure and operate network devices from multiple vendors. Analytical ability to diagnose and resolve complex network issues. Academic background in Computer Science or a comparable technical field. Network engineering certification or equivalent accreditation. Ability to interact with technical stakeholders and document processes. Ability to deliver services autonomously while coordinating as needed. Nice to Have: Experience with network performance optimization. Familiarity with network security practices.

🏢 Summary: Shift-based Technical Support Engineer role focused on diagnosing and resolving complex production issues in a global SaaS clinical AI platform. The position acts as a bridge between customers and engineering, owning customer-impacting incidents, troubleshooting distributed systems, and coordinating incident response. Ideal for candidates experienced in SQL-driven investigations, production environments, and cross-team technical collaboration. 🗂️ Requirements: 2+ years in Technical Support, Production Support, Technical Operations, or similar customer-facing technical role, Strong troubleshooting and analytical skills in production environments, Proficiency in SQL for data investigation and root cause analysis, Ability to debug issues across distributed systems and application layers, Experience collaborating with Engineering teams on escalations and resolutions, Ability to handle production incidents, alerts, and time-sensitive customer issues, Willingness to work shift-based schedule including evenings, weekends, and holidays, Ability to conduct live troubleshooting sessions with customers 📃 Skills: SQL, SaaS, REST, APIs, Datadog, Grafana, NewRelic, Python, Bash, AWS, GCP, Azure, Salesforce, Jira, Atlassian, Monday, Slack 🏢 Description: About this role We are looking for a customer-obsessed Technical Support Engineer who thrives at the intersection of customers, production systems, and engineering. In this role, you will act as a critical bridge between customers and internal engineering teams, diagnosing complex technical issues, coordinating production incident response, and ensuring the reliability of the platform for customers around the world. You will investigate technical problems, analyze system behavior, respond to production alerts, and drive issues through to resolution while maintaining clear and proactive communication with customers and internal stakeholders. This is a shift-based role supporting global customers, including Pacific Time business hours, evenings, weekends, and some holidays. Responsibilities Own Customer Impacting Issues - Serve as the primary technical owner for complex customer issues and escalations. - Investigate and resolve technical problems spanning multiple systems and services. - Provide clear, proactive communication to customers throughout the lifecycle of an issue. Coordinate Production Incident Response - Monitor and triage production alerts impacting customers or system reliability. - Coordinate incident response efforts across engineering and internal teams. - Ensure incidents are properly documented, communicated, and followed through to resolution. Troubleshoot Systems and Data - Diagnose issues using logs, system metrics, and SQL queries. - Analyze system behavior to identify root causes of production problems. - Escalate and partner with engineering teams to drive long-term fixes. Improve Reliability and Operational Excellence - Develop and maintain troubleshooting documentation, runbooks, and operational processes. - Identify recurring patterns and contribute to systemic improvements. - Help strengthen incident response and operational best practices as the organization scales. Enable the Broader Support Team - Share technical insights and best practices with colleagues. - Act as a technical resource within the Support organization. Impact You'll Have - Ensure platform reliability for customers worldwide by diagnosing and resolving complex production issues. - Serve as a bridge between customers and engineering, bringing technical insight and production context to accelerate resolutions. - Strengthen production support capabilities by improving troubleshooting processes, documentation, and incident response practices. - Help scale a modern Support organization, contributing ideas that improve detection, investigation, and resolution of issues. Requirements - Exceptional communication skills with a customer-first mindset. - Ability to conduct remote troubleshooting sessions with customers. - 2+ years of experience in Technical Support, Production Support, Technical Operations, or similar role. - Strong troubleshooting and analytical skills. - Proficiency in SQL for production data investigation and root cause analysis. - Ability to debug distributed systems and application layers. - Experience partnering with Engineering teams to drive timely resolutions. - Comfort operating in fast-paced production environments handling incidents and alerts. Nice to Have - Experience with incident response, production alerting, or on-call rotations. - Familiarity with observability, monitoring, and debugging tools. - Experience supporting SaaS or cloud-based platforms. - Working knowledge of tools such as Salesforce, Jira / Atlassian, Monday.com, or Slack. Bonus - Experience debugging API integrations, REST endpoints, request/response payloads, and authentication mechanisms. - Experience analyzing application logs, system metrics, and traces. - Familiarity with Datadog, Grafana, or New Relic. - Basic scripting or automation skills (Python, Bash, or similar). - Exposure to cloud platforms such as Amazon Web Services, Google Cloud Platform, or Microsoft Azure. What We Offer - Medical, dental, and vision benefits. - Stock options for full-time employees. - Flexible time off without accrual limits, coordinated with team needs. - 401(k) plan with company match, life insurance, and long- and short-term disability coverage. - Opportunity to directly improve medical care and patient outcomes.

🏢 Summary: Shift-based Technical Support Engineer role focused on diagnosing and resolving complex production issues in a global SaaS clinical AI platform. The position bridges customers and engineering, leading incident response, troubleshooting distributed systems, and ensuring platform reliability. Ideal for candidates experienced in production support, SQL-based investigation, and working in fast-paced, customer-facing technical environments. 🗂️ Requirements: 2+ years in Technical Support, Production Support, Technical Operations, or similar customer-facing technical role, Strong troubleshooting and analytical skills in production environments, Proficiency in SQL for data investigation and root cause analysis, Ability to analyze system behavior across distributed systems and application layers, Experience collaborating with Engineering teams to escalate and resolve issues, Ability to handle production incidents, alerts, and time-sensitive customer-impacting issues, Availability for shift-based work including evenings, weekends, and holidays, Ability to conduct live troubleshooting sessions with customers 📃 Skills: SQL, APIs, REST, Datadog, Grafana, NewRelic, Python, Bash, AWS, GCP, Azure, Salesforce, Jira, Atlassian, Monday, Slack 🏢 Description: About this role We are looking for a customer-obsessed Technical Support Engineer who thrives at the intersection of customers, production systems, and engineering. In this role, you will act as a critical bridge between our customers and internal engineering teams diagnosing complex technical issues, coordinating production incident response, and helping ensure the reliability of our platform for customers around the world. You will investigate technical problems, analyze system behavior, respond to production alerts, and drive issues through to resolution while maintaining clear and proactive communication with customers and internal stakeholders. This role is ideal for someone who enjoys deep technical troubleshooting, working directly with production systems, and advocating for customers, while building strong expertise in a fast-paced SaaS environment. This is a shift-based role supporting our global customers, which may include Pacific Time business hours, evenings, weekends, and some holidays. Responsibilities Own Customer Impacting Issues - Serve as the primary technical owner for complex customer issues and escalations. - Investigate and resolve technical problems spanning multiple systems and services. - Provide clear, proactive communication to customers throughout the lifecycle of an issue. Coordinate Production Incident Response - Monitor and triage production alerts impacting customers or system reliability. - Coordinate incident response efforts across engineering and internal teams. - Ensure incidents are properly documented, communicated, and followed through to resolution. Troubleshoot Systems and Data - Diagnose issues using logs, system metrics, and SQL queries. - Analyze system behavior to identify root causes of production problems. - Escalate and partner with engineering teams to drive long-term fixes. Improve Reliability and Operational Excellence - Develop and maintain troubleshooting documentation, runbooks, and operational processes. - Identify recurring patterns and contribute to systemic improvements. - Help strengthen incident response and operational best practices as the organization scales. Enable the Broader Support Team - Share technical insights and best practices with colleagues. - Act as a technical resource within the Support organization. Impact You'll Have - Ensure platform reliability for customers worldwide by diagnosing and resolving complex production issues. - Serve as a critical bridge between customers and engineering, bringing technical insight and real-world production context to accelerate resolutions. - Strengthen our production support capabilities by improving troubleshooting processes, documentation, and incident response practices. - Help scale a modern, high-impact Support organization, contributing ideas that improve how we detect, investigate, and resolve issues as the company grows. Requirements - Exceptional communication skills with a customer-first mindset, capable of translating complex technical issues into clear and actionable insights. - A demonstrated ability to get on a call or have a remote session with a customer during less-than-optimal times, to troubleshoot and put them at ease. - 2+ years of experience in Technical Support, Production Support, Technical Operations, or a similar customer-facing technical role. - Strong troubleshooting and analytical skills, with the ability to quickly diagnose and resolve complex technical issues. - Proficiency in SQL for data investigation, troubleshooting, and root cause analysis within production environments. - Ability to analyze system behavior, investigate anomalies, and debug issues across distributed systems and application layers. - Experience partnering closely with Engineering teams to escalate issues, provide technical context, and drive timely resolution. - Comfortable operating in fast-paced production environments, including handling incidents, alerts, and time-sensitive customer-impacting issues. Nice to Have - Experience participating in incident response, production alerting, or on-call rotations in a live production environment. - Familiarity with observability, monitoring, and debugging tools used to investigate system performance and reliability issues. - Experience supporting or operating within SaaS or cloud-based platforms. - Working knowledge of support, collaboration, and ticketing tools such as Salesforce, Jira / Atlassian, Monday.com, or Slack. Bonus - Experience debugging API integrations, working with REST endpoints, request/response payloads, and authentication mechanisms. - Comfort analyzing application logs, system metrics, and traces to diagnose production issues. - Familiarity with modern observability and monitoring platforms such as Datadog, Grafana, or New Relic. - Basic scripting or automation skills (Python, Bash, or similar) to streamline investigations or repetitive support workflows. - Exposure to cloud infrastructure platforms such as Amazon Web Services, Google Cloud Platform, or Microsoft Azure. What we offer: - A range of medical, dental and vision benefits - Stock options for all full-time employees - Flexible time off to enjoy the autonomy to take time off as needed to rest and recharge without vacation accrual limits, while coordinating with your manager and team to ensure business continuity and project goals are met. - A 401(k) plan with company match, life insurance, plus long- and short-term disability - The opportunity to directly improve medical care and impact patient outcomes

🏢 Summary: The role involves designing, implementing, and supporting complex LAN/WLAN network infrastructures with a strong focus on Cisco-based solutions. The engineer provides 3rd level support, troubleshooting, and incident management while advising customers on advanced networking and SDN solutions. The position also includes presales support and collaboration with vendors to optimize customer network environments. 🗂️ Requirements: Completed technical degree or equivalent qualification, Several years of experience in LAN/WLAN networking, Experience with SDN, Strong knowledge of Cisco solutions, Experience in 3rd level support, Experience in incident and problem management, Fluent German and English 📃 Skills: LAN, WLAN, SDN, Cisco, Fortinet, IncidentManagement, ProblemManagement, ReleaseManagement, DeploymentManagement, Presales, 3rdLevelSupport, German, English 🏢 Description: Zusammenfassung: Der System Professional Network Engineer (m/w/d) ist verantwortlich für die technische Beratung und Unterstützung bei komplexen Netzwerk-Lösungen, um die Netzwerk-Infrastruktur der Kunden zu optimieren und Probleme effizient zu lösen. Aufgaben: Beratung unserer Kunden bei technisch anspruchsvollen Netzwerk-Lösungen (LAN/WLAN) Planung und Realisierung von komplexen Netzwerk-Infrastrukturen (LAN/WLAN) Betriebsunterstützung technisch anspruchsvoller Netzwerk-Infrastrukturen (LAN/WLAN) Störungs-Analyse und Fehlerbehebung im Rahmen des Incident und Problem Managements, dabei Nachstellen und Analyse von Fehlern an Referenzanlagen Aktive Übernahme von Aufgaben im 3rd Level Support des Incident Managements und teilweise des Problem-, Release- und Deployment-Managements Regelmäßiger Austausch mit den technischen Ansprechpartnern unserer Hersteller (z.B. Cisco Systems) und Lieferanten Unterstützung des Vertriebs im Rahmen von Presales-Einsätzen Must Haves: Abgeschlossenes technisches Fach- oder Hochschulstudium oder eine vergleichbare Ausbildung Mehrjährige Berufserfahrung im Bereich Netzwerk (LAN/WLAN) und SDN (Software-Defined Networking) Fundierte Kenntnisse und Erfahrungen mit den Lösungen vom Hersteller Cisco Systems Gute analytische Fähigkeiten, hohes Maß an Service- und Kundenorientierung sowie Engagement Sehr gute Deutsch- und Englischkenntnisse in Wort und Schrift Nice to Haves: Kenntnisse bei den folgenden Herstellern sind von Vorteil: Cisco und Fortinet Zertifizierungen bei den genannten Herstellern

🏢 Summary: Shift-based Technical Support Engineer role supporting a global clinical AI SaaS platform, acting as the bridge between customers and engineering to resolve complex production issues. The position focuses on diagnosing system behavior, coordinating incident response, and ensuring platform reliability through deep troubleshooting and clear customer communication. Ideal for candidates experienced in production support within fast-paced, customer-facing technical environments. 🗂️ Requirements: 2+ years in Technical Support, Production Support, Technical Operations, or similar customer-facing technical role, Strong troubleshooting and analytical skills in complex production environments, Proficiency in SQL for data investigation and root cause analysis, Ability to analyze distributed systems and application layers, Experience collaborating with Engineering teams on escalations, Ability to handle production incidents, alerts, and time-sensitive issues, Availability for shift-based work including evenings, weekends, and holidays, Ability to conduct live troubleshooting sessions with customers 📃 Skills: SQL, APIs, REST, Datadog, Grafana, NewRelic, Python, Bash, AWS, GCP, Azure, Salesforce, Jira, Atlassian, Monday, Slack 🏢 Description: About this role We are looking for a customer-obsessed Technical Support Engineer who thrives at the intersection of customers, production systems, and engineering. In this role, you will act as a critical bridge between our customers and internal engineering teams diagnosing complex technical issues, coordinating production incident response, and helping ensure the reliability of our platform for customers around the world. You will investigate technical problems, analyze system behavior, respond to production alerts, and drive issues through to resolution while maintaining clear and proactive communication with customers and internal stakeholders. This role is ideal for someone who enjoys deep technical troubleshooting, working directly with production systems, and advocating for customers, while building strong expertise in a fast-paced SaaS environment. This is a shift-based role supporting global customers, which may include Pacific Time business hours, evenings, weekends, and some holidays. Quick Facts - Shift-based support role - Global customer-facing production support - Focus on incident response and system reliability Responsibilities Own Customer Impacting Issues - Serve as the primary technical owner for complex customer issues and escalations. - Investigate and resolve technical problems spanning multiple systems and services. - Provide clear, proactive communication to customers throughout the lifecycle of an issue. Coordinate Production Incident Response - Monitor and triage production alerts impacting customers or system reliability. - Coordinate incident response efforts across engineering and internal teams. - Ensure incidents are properly documented, communicated, and followed through to resolution. Troubleshoot Systems and Data - Diagnose issues using logs, system metrics, and SQL queries. - Analyze system behavior to identify root causes of production problems. - Escalate and partner with engineering teams to drive long-term fixes. Improve Reliability and Operational Excellence - Develop and maintain troubleshooting documentation, runbooks, and operational processes. - Identify recurring patterns and contribute to systemic improvements. - Help strengthen incident response and operational best practices as the organization scales. Enable the Broader Support Team - Share technical insights and best practices with colleagues. - Act as a technical resource within the Support organization. Impact You'll Have - Ensure platform reliability for customers worldwide by diagnosing and resolving complex production issues. - Serve as a critical bridge between customers and engineering, bringing technical insight and real-world production context to accelerate resolutions. - Strengthen production support capabilities by improving troubleshooting processes, documentation, and incident response practices. - Help scale a modern, high-impact Support organization, contributing ideas that improve how issues are detected, investigated, and resolved. Requirements - Exceptional communication skills with a customer-first mindset. - Ability to troubleshoot live with customers during critical situations. - 2+ years of experience in Technical Support, Production Support, Technical Operations, or similar roles. - Strong troubleshooting and analytical skills. - Proficiency in SQL for production data investigation and root cause analysis. - Ability to analyze distributed systems and application layers. - Experience collaborating with Engineering teams on escalations. - Comfort operating in fast-paced production environments handling incidents and alerts. Nice to Have - Experience with incident response, production alerting, or on-call rotations. - Familiarity with observability and monitoring tools. - Experience supporting SaaS or cloud-based platforms. - Working knowledge of Salesforce, Jira / Atlassian, Monday.com, or Slack. Bonus - Experience debugging API integrations, REST endpoints, request/response payloads, and authentication mechanisms. - Experience analyzing application logs, system metrics, and traces. - Familiarity with Datadog, Grafana, or New Relic. - Basic scripting or automation skills (Python, Bash, or similar). - Exposure to AWS, GCP, or Microsoft Azure. Benefits - Medical, dental, and vision benefits. - Stock options for full-time employees. - Flexible time off without accrual limits, coordinated with team and manager. - 401(k) plan with company match, life insurance, and long- and short-term disability coverage. - Opportunity to directly improve medical care and impact patient outcomes.

🏢 Summary: Fully remote Senior Network Engineer role supporting large-scale, low-latency trading infrastructure for a North American bank. The position focuses on building, maintaining, and automating enterprise and cloud network environments to ensure high performance, reliability, and security. It combines hands-on network engineering with infrastructure-as-code and automation practices. 🗂️ Requirements: 6+ years of experience in network engineering, Strong knowledge of enterprise network architecture, Experience with Arista switches, Experience with multicast routing, Deep understanding of TCP/IP, BGP, OSPF, MPLS, DNS, DHCP, VPN, Experience with cloud networking (AWS), Experience with network automation and scripting, Experience with infrastructure-as-code and configuration management tools, Experience with NetBox or similar source-of-truth platforms, Ability to work US Eastern hours from Poland, Fluent English, Eligibility to work in Poland 📃 Skills: TCP/IP, BGP, OSPF, MPLS, DNS, DHCP, VPN, AWS, Arista, Multicast, NetBox, Python, Bash, Terraform, Ansible, ACL, VPC 🏢 Description: Are you an experienced network engineer who enjoys building and managing infrastructure at scale? Do you love working with other seasoned engineers on interesting scale, reliability, and finance-specific challenges? Want to work on large systems that power real-time trading across global markets? If so, we’re looking for people like you. The Role at a Glance Title: Senior Network Engineer Employer: Fully remote role supporting a leading North American bank Contract: B2B, 220zł-240zł/hour net + VAT Location: Open only to candidates based in Poland Hours: Work US Eastern business hours (15:00–23:00 Poland time) We’re hiring experienced network engineers (6+ years) to join the IT infrastructure team at a top North American bank — directly supporting the operations and development of financial trading systems . You’ll be part of the core IT infrastructure team , building and maintaining infrastructure for highly-performant, low-latency trading systems used across the firm. Why Join Us? Work on large-scale systems - routers, switches, low-latency trading infra supporting hundreds of physical and virtual servers. Collaborate with a world-class team of network engineers, DevOps engineers, and developers across North America and Europe. Enjoy a long-term, fully remote role . Competitive compensation and long term stability that only a bank can offer. This role is critical to maintaining the performance, reliability, and security of the network infrastructure that supports the trading systems. You’ll work across both on-premises trading infrastructure and cloud environments, ensuring seamless connectivity and secure access for business-critical systems. The position combines hands-on engineering with automation and infrastructure-as-code practices , solving complex problems through collaboration and technical expertise. This is a fully remote role based in Poland . You will work directly with the bank while being contracted through a Polish partner company that provides local support and administration. The position requires strong English skills (spoken and written) to collaborate daily with colleagues in North America. This role requires working during US Eastern business hours in order to be able to collaborate closely with other team members. Only open to residents of Poland. Polish citizens, as well as legal residents with permission to work in Poland are welcome. Successful candidates will need to pass a standard background check. What we offer Work that matters in the financial domain: Work on a trading system at an established financial institution, processing millions of transactions daily. Professional growth: Collaborate with smart, highly capable developers in a supportive and challenging environment. Direct collaboration : You will work directly with the bank’s team in North America and in Poland. 1st-tier work : This is not a technical support or legacy maintenance role. The system is functional and is actively being built and you will take part in updating it. The people who built the system are still part of the team. Long-term commitment: This is not a fixed-scope or fixed-term outsourcing role; we value people who want to grow and contribute long-term. Fully remote work: Fully remote position based in Poland. Competitive Compensation: Above-average pay and ample time-off options. Responsibilities Network Operations & Support Deployment, configuration, and maintenance of network devices such as switches, routers, and firewalls. Monitoring of network health and resolution of connectivity issues across enterprise environments. Support for infrastructure expansion, migrations, and lifecycle upgrades in both cloud and on-premises facilities. Cloud & Hybrid Networking Design and management of cloud-based network infrastructure including VPCs, subnets, route tables, and security groups. Enablement of hybrid connectivity between cloud and on-prem environments. Collaboration with cloud and DevOps teams to optimize network performance and reliability. Automation & Infrastructure-as-Code Development of scripts and tools to automate network provisioning, configuration, and monitoring. Use of infrastructure-as-code frameworks (e.g., Terraform) and configuration automation (e.g. Ansible) to manage network infrastructure. Management of automation pipelines and configuration management systems. Integration with tools like NetBox to maintain source-of-truth for network inventory and topology. Security & Compliance Implementation and management of Access Control Lists (ACLs) to regulate traffic and enforce security boundaries. Enforcement of network segmentation and isolation policies to protect sensitive workloads and environments. Assistance in vulnerability remediation and compliance initiatives. Regular audits of network configurations and access policies to ensure alignment with security standards. Collaboration & Documentation Engagement with cross-functional teams to support infrastructure and application needs. Maintenance of accurate network documentation, diagrams, and operational procedures. Participation in process improvements and knowledge sharing initiatives. Requirements Solid understanding of networking protocols and enterprise network architecture. Experience with Arista switches. Multicast routing experience. Deep understanding of TCP/IP, BGP, OSPF, MPLS, DNS, DHCP, and VPN technologies. Experience with network source-of-truth platforms like NetBox. Knowledge of cloud networking concepts and services (e.g., AWS). Strong troubleshooting, communication, and collaboration skills. Experience with network automation and scripting (e.g., Python, Bash). Familiarity with infrastructure-as-code and configuration automation tools (e.g., Terraform, Ansible). Interview process Apply: Send us your CV. Written screen: Answer a short set of written questions to show us how you think about networking. Interviews: A three-stage online process, one with a technical recruiter with latter rounds at the bank. Successful candidates will need to pass a standard background check.