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# Network Support Engineer - ControlOne

- **Company:** Cytracom, LLC
- **Location:** McKinney, TX, United States
- **Contract:** Permanent contract
- **Skills:** Computer Networks, Internet Service Provider, Network Troubleshooting, 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:** June 6, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=0c66a4e1c8e092ec

## About the Role

Do you have experience in Customer communication?, * 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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