Enterprise Support Engineer

This senior support role serves the company’s enterprise customers. You’ll own complex, escalated cases from start to finish, advise customers on network design and best practices, and bring what you learn in the field back to engineering and product teams. You’ll also get early hands-on time with new products before they launch.

What You’ll Do

• Act as the primary technical contact for enterprise customers by phone and email
• Take full ownership of escalated, high-priority cases and see them through to resolution
• Lead in-depth troubleshooting of complex, multi-layered network issues and develop workarounds
• Advise customers on architecture, configuration, and best practices
• Reproduce and document product defects and usability problems
• Partner with engineering, QA, and product teams to turn customer feedback into product improvements
• Evaluate new products before release and stay current on industry standards

• 5+ years of hands-on networking experience in enterprise environments
• Expert knowledge of routing, switching, network security, and VPN technologies
• Deep understanding of protocols such as TCP/IP, BGP, OSPF, and WireGuard
• Proficiency with Linux-based systems
• A proven ability to diagnose difficult issues independently and walk customers through advanced troubleshooting
• Comfort managing several high-priority cases at once
• Excellent written and verbal communication

Education

• Bachelor’s degree in Engineering, Computer Science, or a related field, or equivalent experience
• Industry certifications such as CCNP are a plus

Salary Range: $65,000 - $100,000

Benefits: Fully paid medical dental and vision; company 401k contribution; unlimited PTO; company products for a home lab; snacks and drinks in the office, * Fully paid medical, dental, and vision insurance

• 401k with company contribution
• Unlimited PTO
• Equipment provided for a personal home lab

Our client is a fast-growing global technology company that designs networking, security, and smart building products for businesses, homes, and service providers worldwide. Their Chicago support team works directly with customers and with the engineers who build the products.