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Senior Tier 2 Network Support Engineer

  • Source: Naukri
  • GlobalStep
  • Remote
  • India
  • Full-Time
  • Senior

Job Description

Senior Tier 2 Network Support Engineer

Contract: 1 Year (Extendable based on business requirements)

About the Role

We are looking for a Senior Tier 2 Support Engineer to handle complex technical escalations that require deeper investigation beyond Tier 1 support. The role involves advanced network troubleshooting, customer-facing support, and close collaboration with engineering teams.

The ideal candidate should have excellent verbal and written communication skills, with proven ability to communicate confidently and effectively with international/enterprise clients.

Key Responsibilities

  • Own and resolve complex customer escalations from investigation to closure.
  • Troubleshoot networking issues involving TCP/IP, routing, NAT, DNS, firewalls, and VPNs.
  • Analyze packet captures, logs, and diagnostic data using tools such as Wireshark and tcpdump.
  • Communicate technical issues and resolutions clearly with international customers and stakeholders.
  • Collaborate with Engineering teams on product-level issues and escalations.
  • Develop troubleshooting guides, runbooks, and knowledge-base documentation.
  • Mentor support engineers and contribute to technical knowledge sharing.
  • Use Python scripting and REST APIs to support troubleshooting and automation.

Requirements

  • 8+ years of experience in Technical Support, Network Engineering, or Infrastructure Support.
  • Strong knowledge of TCP/IP and networking fundamentals.
  • Hands-on experience with Linux troubleshooting and administration.
  • Proficiency with Wireshark, tcpdump, or similar packet-analysis tools.
  • Working knowledge of Python scripting and REST APIs.
  • Excellent fluency in English, with strong verbal and written communication skills.
  • Experience handling international/enterprise customers in a technical support environment.

Preferred Qualifications

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

Skills

  • wireshark
  • Python
  • Docker
  • Kubernetes
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