Lead Support Engineer, Enterprise Customer Support

What you'll do

• Resolve complex satellite network issues through methodical problem analysis and technical resolution.
• Handle escalated cases involving service degradation by analyzing latency, jitter, and packet loss data.
• Analyze system configurations to restore optimal service levels for enterprise customers.
• Develop and document technical solutions to contribute to the internal knowledge base.
• Provide advanced technical guidance to both customers and internal teams.
• Perform root cause analysis and capacity planning for large-scale network architectures.
• Participate in a rotating shift schedule including weekends and on-call duties for operational coverage.

What we're looking for

• Candidates must be a U.S. citizen, national, permanent resident, or granted asylum/refugee status for export control compliance.
• A Bachelor's degree in Computer Science, Engineering, or a related field is required, or equivalent experience.
• Extensive experience in ISP and Service Provider network architecture and operations with large-scale networks is required.
• Advanced networking expertise is required in BGP, OSPF/ISIS, MPLS, IPv4/IPv6, QoS, and network security.
• Proficiency in SDWAN/SDN design, deployment, and operations using Cisco Viptela, VMware VeloCloud, or Versa Networks is required.
• Expert-level knowledge of Cisco IOS/IOS-XE/IOS-XR and familiarity with Juniper or Arista platforms is required.
• Professional certifications such as CCNP, CCIE, JNCIE, or AWS Solutions Architect are preferred.
• Experience in NOC operations, emergency response, and on-call support scenarios is required.