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# Network Support Engineer - SASE

- **Company:** Cytracom, LLC
- **Location:** McKinney, TX, United States
- **Contract:** Permanent contract
- **Skills:** Computer Networks, Internet Service Provider, Network Troubleshooting, Routing, Zero Trust Network Access, Wireshark, Virtual Local Area Networks, Wide Area Networks, Firewalls (Computer Science), Network Support, 3-tier Architectures, Firewall Services Module, Zendesk
- **Published:** August 9, 2026
- **Apply:** https://www.wayup.com/i-j-Network-Support-Engineer-ControlOne-Cytracom-017016499013732/

## About the Role

+ Empathy for the customer and the ability to tailor communication for the given audience
 + Working knowledge of Wireshark and Zendesk
 + Technical aptitude
 + Strong networking knowledge
 + Firewall configuration and troubleshooting
 + De-escalation technique
 + Passion for technology and their work
 + Creative and analytical thinking
 + Problem-solving mindset
 + Ability to thrive under pressure, + Self-managed
 + Self-disciplined
 + Team player
 + Detail-oriented
 + Inquisitive nature
 + Commitment to excellence

## Description

The role is to deliver clear and effective technical support for ControlOne and network-related issues. You'll partner closely with Application Support Engineers and the Experience team to resolve escalations, strengthen customer relationships, and help drive long-term satisfaction and retention. You would be responsible for advanced troubleshooting across hardware, systems, the ControlOne platform, and network/ISP connectivity. You'll collaborate with third-party vendors when needed, perform remote diagnostics, and work through issues involving firewalls, switches, routing, and other network components. Tier 2 Network Engineers play a crucial role in ensuring a reliable and secure customer experience, while participating in the on-call rotation to support business continuity., Customer-Facing Responsibilities

 + Lead troubleshooting through calls, screen shares, and tickets with clear, confident communication
 + Provide accurate, timely updates to customers regarding progress and next steps
 + Explain ControlOne concepts (Zero Trust, policy behavior, routing impact) in customer-friendly terms
 + Own each case through resolution and deliver clear root cause explanations once resolved
Technical Responsibilities

 + Troubleshoot and resolve ControlOne issues: identity, routing, edges, policies, and endpoint agents
 + Diagnose advanced network issues across LAN/WAN, firewalls, ISP connectivity, and VLANs
 + Assist with device provisioning, agent deployment, edge setup, and policy tuning
 + Review logs, packets, and system behaviors to isolate problems
 + Escalate clean, well-documented cases to Tier 3/Eng when necessary
 + Contribute to internal knowledge sharing and product feedback loops
Operational Responsibilities

 + Manage tickets in Zendesk, prioritizing based on severity and customer impact
 + Multitask across outbound calls, queue calls, and tickets with strong time management
 + Work collaboratively with internal teams, customers, partners, ISPs, and third-party vendors
 + Participate in the on-call rotation
 + Maintain working knowledge of all Cytracom products and integrations


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