Enterprise Network Support Engineer

Enterprise Network Support Engineer

Location: Chicago, IL (on-site 4 days per week)

Type: Full-time

About the Company

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.

About the Role

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

What We’re Looking For

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

Benefits

Fully paid medical, dental, and vision insurance

401k with company contribution

Unlimited PTO

Equipment provided for a personal home lab