Senior Tier 2 Support Engineer

Contract: 1 Year (Extendable based on business requirements) About the Role We are looking for a Senior Tier 2 Support Engineer to handle complex technical escalations that require deeper investigation beyond Tier 1 support. The role involves advanced network troubleshooting, customer-facing support, and close collaboration with engineering teams. The ideal candidate should have excellent verbal and written communication skills, with proven ability to communicate confidently and effectively with international/enterprise clients. Key Responsibilities • Own and resolve complex customer escalations from investigation to closure. • Troubleshoot networking issues involving TCP/IP, routing, NAT, DNS, firewalls, and VPNs. • Analyze packet captures, logs, and diagnostic data using tools such as Wireshark and tcpdump. • Communicate technical issues and resolutions clearly with international customers and stakeholders. • Collaborate with Engineering teams on product-level issues and escalations. • Develop troubleshooting guides, runbooks, and knowledge-base documentation. • Mentor support engineers and contribute to technical knowledge sharing. • Use Python scripting and REST APIs to support troubleshooting and automation. Requirements • 8+ years of experience in Technical Support, Network Engineering, or Infrastructure Support. • Strong knowledge of TCP/IP and networking fundamentals. • Hands-on experience with Linux troubleshooting and administration. • Proficiency with Wireshark, tcpdump, or similar packet-analysis tools. • Working knowledge of Python scripting and REST APIs. • Excellent fluency in English, with strong verbal and written communication skills. • Experience handling international/enterprise customers in a technical support environment. Preferred Qualifications • CCNP or equivalent networking expertise. • Experience with SD-WAN, VPN, or overlay networking. • Exposure to Docker and Kubernetes. • Experience with OIDC and SAML integrations