Support Engineer - Networking

Summary

Join 3Pillar Global's elite Cisco Escalation team as a tech savant, delivering exceptional technical expertise and troubleshooting skills. This pivotal role transcends traditional support, focusing on system reliability and client success. You will leverage your strong troubleshooting abilities, client-facing experience, and networking knowledge to solve challenging problems. The position requires advanced technical support for Cisco products, troubleshooting TCP/IP networks, and conducting root cause analysis. Collaboration with clients and internal teams is crucial for optimizing network performance and resolving complex issues. This role offers a flexible work environment, global team collaboration, and opportunities for professional development.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field; equivalent practical experience considered
• Minimum of 2 years of experience in a technical support or troubleshooting role, preferably in a Level 2 support capacity
• Strong knowledge of TCP/IP networking, network protocols, and network security concepts
• Hands-on experience with Linux systems (CLI proficiency) for diagnostics and troubleshooting
• Proven experience analyzing network traffic and identifying performance issues or anomalies
• Familiarity with databases (SQL/NoSQL) for backend troubleshooting and querying
• Proficiency in using defect tracking tools (e.g., JIRA, ServiceNow) for issue reporting and resolution tracking
• Solid debugging and problem-solving skills with a methodical approach to troubleshooting complex issues
• Experience working in a client-facing role with excellent verbal and written communication skills in English

Responsibilities

• Provide advanced technical support for Cisco products, including firewalls, network traffic analysis, and system performance issues
• Troubleshoot and debug TCP/IP networks, application/transport protocols, and security-related incidents
• Conduct in-depth root cause analysis, ensuring timely resolution and clear documentation of client-reported issues
• Collaborate with clients and internal teams to analyze network traffic, identify anomalies, and optimize network performance
• Utilize Linux CLI for troubleshooting, system diagnostics, and scripting tasks to automate routine processes
• Work with databases (SQL/NoSQL) to extract data and resolve backend issues where needed
• Actively contribute to knowledge-sharing efforts, ensuring the team and client benefit from best practices and lessons learned
• Assist in managing escalations and coordinating with technical leads or development teams when complex issues arise

Preferred Qualifications

• Knowledge of Cisco firewalls or other network security devices is a plus
• Networking or security certifications (e.g., CCNA, CCNP, Security+) are highly desirable
• Knowledge of Cisco firewalls and security solutions is a strong plus
• Scripting knowledge (Python, Bash, or similar) is an advantage
• Security or networking certifications (e.g., CCNA, CCNP, Security+) are a plus
• Ability to have complex and detailed discussions with various customers

Benefits

• Imagine a flexible work environment – whether it's the office, your home, or a blend of both. From interviews to onboarding, we embody a remote-first approach
• You will be part of a global team, learning from top talent around the world and across cultures, speaking English everyday
• We’re big on your well-being – as a company, we spend a whole trimester in our annual cycle focused on wellbeing. Whether it is taking advantage of fitness offerings, mental health plans (country-dependent), or simply leveraging generous time off, we want all of our team members operating at their best
• Our professional services model enables us to accelerate career growth and development opportunities - across projects, offerings, and industries