Network Technical Support Engineer

STAFFXPERT LLC is seeking a Network Technical Support Engineer - Broadband on behalf of our client in Seattle, WA. We are looking for a skilled Network Technical Support Engineer with strong expertise in broadband and IP networking environments. This role will focus on troubleshooting complex network issues, supporting production broadband services, performing root cause analysis, and collaborating with cross-functional teams to ensure network reliability, performance, and customer connectivity. The ideal candidate is a hands-on problem solver with deep Layer 2 and Layer 3 networking knowledge and experience supporting large-scale service provider or broadband environments. Key Responsibilities Network Support & Troubleshooting

• Diagnose and resolve complex network incidents affecting customer connectivity, routing, latency, packet loss, and overall network performance.
• Perform fault isolation across access, aggregation, transport, routing, and service layers.
• Troubleshoot and support Layer 2 technologies, including VLANs, QinQ, Ethernet, ARP, STP, and MAC learning.
• Troubleshoot Layer 3 technologies including IPv4/IPv6, BGP, OSPF/IS-IS, VRFs, DHCP, DNS, NAT, and IP routing.
• Analyze packet captures, network logs, alarms, routing tables, interface statistics, and telemetry data to determine root cause.
• Utilize CLI tools and network monitoring platforms to investigate and resolve issues.
• Support broadband subscriber connectivity and service-related incidents.

Incident Management

• Drive technical issues through resolution and ensure timely restoration of services.
• Conduct root cause analysis for recurring and high-impact incidents.
• Collaborate with NOC, engineering, operations, and vendor teams on escalated issues.
• Develop and maintain troubleshooting documentation, operational procedures, and knowledge base articles.
• Participate in post-incident reviews and recommend improvements to network operations and monitoring processes.

Network Operations & Collaboration

• Support network maintenance activities, upgrades, migrations, and service launches.
• Validate network changes and troubleshoot any resulting service issues.
• Work closely with engineering teams to improve network performance, reliability, and operational efficiency.
• Assist in troubleshooting multi-vendor network environments and interoperability issues.

• Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or equivalent practical experience.
• 5+ years of experience in Network Engineering, Network Operations, or Technical Support.
• Strong hands-on experience troubleshooting Layer 2 and Layer 3 networks in production environments.

• Strong understanding of:

• TCP/IP and Ethernet networking
• VLANs, ARP, DHCP, and DNS
• IPv4 and IPv6
• BGP, OSPF, and IS-IS
• VRFs, NAT/CGNAT, QoS, and routing policies
• Experience using network device CLI for troubleshooting and diagnostics.
• Proficiency with packet analysis tools such as Wireshark or tcpdump.
• Strong analytical, troubleshooting, and root cause analysis skills.
• Ability to work effectively in a fast-paced operational environment supporting critical network infrastructure.

Preferred Qualifications

• Experience supporting broadband, ISP, or telecommunications environments.

• Familiarity with:

• Fiber-to-the-Home (FTTH)
• GPON/XGS-PON technologies
• OLT/ONT platforms
• Broadband access and aggregation networks
• BNG/BRAS architectures
• RADIUS/AAA and subscriber management platforms
• MPLS and Segment Routing
• IPv6 dual-stack deployments
• Exposure to network automation tools such as Python or Ansible.
• Experience with network telemetry, observability, and service assurance platforms.
• Industry certifications such as CCNA, CCNP, JNCIA, JNCIP, or equivalent.