Senior Tier 2 Network Support Engineer (Immediate Joiners)

We are hiring for a Senior Tier 2 Support Engineer for a one-year contract which is extendable according to the requirement that takes ownership of customer support tickets when the Tier 1 team cannot resolve them at first touch and who can join immediately.

About GlobalStep

GlobalStep is a creative and technical services company to the video games industry. We work with the world’s leading game studios and publishers from delivery centers in India, Canada, the United States, the United Kingdom, Romania, and Portugal. We are approximately 1,500 people across six countries, supporting global clients across multiple time zones through services including Art Production, Engineering, Games QA, Localization, and Player Engagement.

We are privately held and founder led. We operate in a fast-moving, service-oriented environment where execution discipline, operational responsiveness, and continuous improvement matter deeply. As we continue to scale globally, we are investing in stronger processes, clearer workflows, and more effective operating models that allow the organization to grow without unnecessary complexity.

About the Role

We are seeking a Senior Tier 2 Support Engineer to serve as the final customer-facing escalation point before engineering involvement. The role requires strong technical troubleshooting skills, deep networking expertise, and excellent customer communication capabilities.

Responsibilities

• Own complex customer escalations from investigation through resolution.
• Troubleshoot networking issues involving routing, NAT, DNS, firewalls, and VPN technologies.
• Analyze packet captures, logs, and diagnostic information.
• Mentor Tier 2 Support Engineers and contribute to knowledge sharing initiatives.
• Build troubleshooting guides and internal runbooks.
• Collaborate with engineering teams on product-level issues.
• Maintain excellent communication with enterprise customers.

Requirements

• 8+ years of experience in Technical Support, Network Engineering, or Infrastructure Support.
• Strong understanding of TCP/IP and networking fundamentals.
• Experience with Linux troubleshooting and administration.
• Experience with packet analysis tools such as Wireshark and tcpdump.
• Exposure to Python scripting and REST APIs.
• Excellent customer communication skills.

Preferred Qualifications

• CCNP or equivalent networking expertise.
• Experience with SD-WAN, VPN, or overlay networking technologies.
• Experience with Docker and Kubernetes.
• Experience with OIDC and SAML integrations.