Network Support Engineer

Founded in 2004, NetBrain is the leader in no-code network automation. Its ground-breaking Next-Gen platform provides IT operations teams with the ability to scale their hybrid multi-cloud connected networks by automating the processes associated with Diagnostic Troubleshooting, Outage Prevention and Protected Change Management.  Today, over 2,500 of the world’s largest enterprises and managed services providers leverage NetBrain’s platform.

About the Team

NetBrain’s Network Support team is part of Advanced Services, the group that helps our customers get lasting value from NetBrain’s network automation platform after the sale. We’re a global team of Support Engineers working across time zones, so customers get timely, expert help when they need it.

Our engineers are the first point of contact for customers running NetBrain in some of the most complex enterprise and government networks. We troubleshoot hands-on, guide customers through configuration and best practices, and see every case through to resolution. We work closely with Development, Quality Assurance, Sales, and Services Engineering to resolve complex issues and feed what we learn from customers back into the product.

We value curiosity, clear communication, and a drive to automate and improve how we work. Whether you’re digging into a routing issue on a customer call or writing a Knowledge Base article that saves the next engineer an hour, your work directly shapes the customer experience.

What You'll Do

• Provide post-sales technical support to customers through phone, email, and online meetings, including product configuration, troubleshooting, and guidance on best practices.
• Manage customer support cases from initial reporting through resolution, ensuring accurate documentation, timely follow-ups, and compliance with established Service Level Agreements (SLAs).
• Conduct remote troubleshooting sessions with customers to diagnose and resolve network connectivity, configuration, and software-related issues.
• Collaborate with a global team of Support Engineers across multiple time zones to deliver timely and effective technical solutions.
• Work closely with Development, Quality Assurance, Sales, and Services Engineering teams to resolve complex technical issues and deliver an excellent customer experience.
• Create, maintain, and enhance customer-facing technical documentation and Knowledge Base articles.
• Participate in an on-call rotation to provide after-hours technical support as required.

What You'll Bring

• Required Qualifications
• U.S. citizenship is required to meet specific customer contractual requirements.
• Must be willing to work Pacific Time Zone (PT) hours.
• Bachelor's degree in Computer Science, Information Technology, Networking, or a related field, with 2–4 years of experience in software technical support, network support, or a related technical role.
• CCNA certification or an equivalent networking certification, CCNP preferred.
• Hands-on experience configuring, managing, and troubleshooting enterprise networking equipment, including routers, switches, and firewalls from vendors such as Cisco, Juniper, Extreme Networks, F5, Palo Alto Networks, and Check Point.
• Strong understanding of routing and switching technologies, including OSPF, EIGRP, BGP, VLANs, and Spanning Tree Protocol (STP).
• Working knowledge of network security technologies and protocols, including IPsec, SSL VPN, NAT, and GRE.
• Familiarity with cloud networking concepts and architectures, particularly AWS and Microsoft Azure.
• Basic system administration and troubleshooting skills in Windows and Linux environments.
• Excellent verbal and written communication skills, with the ability to explain complex technical concepts clearly to customers.
• Strong analytical, critical-thinking, and problem-solving skills.
• Fluency in English, both written and spoken.

Preferred Qualifications

• CCNP certification or equivalent advanced networking credentials.
• AWS or Microsoft Azure certifications.
• Basic scripting experience with Python, Perl, or Ruby, along with an interest in automation and process improvement.
• Experience supporting enterprise software solutions in a customer-facing technical support environment.