> Markdown version of [/jobs/ext/532927-network-support-engineer-sase](https://www.wearedevelopers.com/jobs/ext/532927-network-support-engineer-sase). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Network Support Engineer - SASE

- **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, Computer Networking Systems, Firewalls (Computer Science), Network Support, 3-tier Architectures, Firewall Services Module, Zendesk
- **Published:** June 14, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=e5c628a92a3816f0

## 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 Voipmonitor, 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

Attributes:

 * 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


## Related Videos

- [How I saved 200K/yr in direct costs writing 0 code lines in K8s](https://www.wearedevelopers.com/videos/1055-how-i-saved-200k-yr-in-direct-costs-writing-0-code-lines-in-k8s)
- [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability)
- [Culture Starts With You: Rethinking Leadership in 2025](https://www.wearedevelopers.com/videos/1715-culture-starts-with-you-rethinking-leadership-in-2025)
- [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team)
- [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone)
- [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure)

## Related Articles

- [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)
- [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)
- [Events like RSAC Get You CISOs. Developers Decide What Actually Gets Deployed.](https://www.wearedevelopers.com/magazine/693-events-like-rsac-get-you-cisos-developers-decide-what-actually-gets-deployed)
- [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs)
- [9 Ways to Make Money Hacking](https://www.wearedevelopers.com/magazine/333-9-ways-to-make-money-hacking)
- [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know)