Jobgether

Compensation

Full Description

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Technical Support Engineer in United States. This role offers an exciting opportunity to provide expert technical support and guidance to enterprise clients using advanced network intelligence platforms. As a Technical Support Engineer, you will troubleshoot complex issues, manage inbound support cases, and work closely with customers to ensure maximum platform value. You will collaborate across multiple internal teams, including Product, Engineering, Customer Success, and Platform Deployment, to identify bugs, implement solutions, and handle feature requests. The role demands a mix of technical expertise, problem-solving, and strong communication skills. You will contribute to improving internal processes, maintaining technical documentation, and delivering outstanding customer experiences. This position is ideal for motivated individuals seeking career growth in a fast-paced, fully remote, global organization. Accountabilities · Own inbound technical support cases and see them through to timely resolution. · Communicate with customers clearly, accurately, and efficiently within defined SLA’s. · Proactively escalate critical issues to internal teams to ensure prompt resolution. · Create, maintain, and update technical documentation for internal and customer use. · Participate in on-call rotations to provide support outside standard hours. · Collaborate with Product, Engineering, Customer Success, and Deployment teams on identified bugs, incidents, and feature requests. · Work closely with internal teams to ensure customers achieve maximum value from the platform. · 4+ years of experience in customer-facing technical support or a similar role. · Customer-obsessed mindset, focused on delivering exceptional support. · Strong written and verbal communication skills; ability to articulate complex technical topics clearly and effectively. · Demonstrable experience troubleshooting complex network issues. · Solid knowledge of TCP/IP and Internet routing protocols (IPv4/v6, BGP, MPLS, ISIS, OSPF, HTTP, DNS). · Experience with network monitoring tools (Netflow, J-Flow, sFlow, IPFIX, SNMP, streaming telemetry, syslog, SNMP Traps). · Proficiency with network vendor CLI (Cisco, Juniper) and cloud service provider networks (AWS, Azure, GCP, OCI). · Experience with programming/scripting (Python, Bash, Ruby, PHP, Perl) and working with APIs/RESTful code. · Understanding of network and routing security, DDoS mitigation, firewalls, Security Groups, NACLs, microsegmentation, RPKI. · Experience analyzing traffic packet captures (tcpdump, Wireshark). · Familiarity with Linux/UNIX and container systems administration. · Knowledge of CDN architectures (Anycast, OTT, GSLB) and synthetic/network performance testing. · Experience with relational databases (PostgreSQL, MySQL). · Competitive base salary: $140,000 - $165,000. · Fully remote work environment with a global team. · Health, vision, and dental coverage fully paid for employees and dependents. · Annual Health Reimbursement Account (HRA): $3,000 individual / $4,500 family. · Paid family & medical leave, open PTO, quarterly Wellness Day, and 10+ paid holidays. · 401(k) retirement account. · Home office reimbursement and stock options. · Opportunity to work with top network and observability experts in a fast-growing startup environment. Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching. When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly. 🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements. 📊 It compares your profile to the job’s core requirements and past success factors to determine your match score. 🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role. 🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed. The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team. Thank you for your interest! #LI-CL1