Rapid Response Support Specialist

Network Support Specialist, Rapid Response

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

Type: Full-time

About the Company

Our client is a 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 role is the first technical point of contact for incoming customer support requests. You’ll quickly assess how serious each issue is, resolve the straightforward ones on the spot, and prepare complex cases so senior engineers can pick them up without starting from scratch. The goal is faster resolutions, less back-and-forth, and a better experience for every customer who calls in.

What You’ll Do

Handle incoming support calls, callbacks, and follow-ups, prioritizing by urgency and business impact

Determine issue severity and route cases to the right engineer or escalation path

Resolve simple technical issues during the first conversation whenever possible

Gather and document key diagnostic details, such as logs, device information, screenshots, timestamps, and network configuration

Keep customers informed about next steps and timelines

Write clear case summaries so escalations move quickly

Spot and report potential product defects or unexpected behavior to engineering and product teams

What We’re Looking For

1 to 3+ years in technical support, help desk, NOC, managed services, or network support

A solid grasp of networking fundamentals, including TCP/IP, routing, switching, VLANs, DHCP, DNS, VPNs, wireless, and firewalls

A natural troubleshooting instinct: you ask the right questions and document what you find

Strong communication skills, especially with frustrated or time-sensitive customers

The ability to stay calm and organized in a fast-moving environment

Experience with ticketing systems and escalation workflows

Nice to Have

A network engineering background

Hands-on experience with wireless, IP cameras, VoIP, or access control systems

Experience collecting packet captures or other diagnostic data

Network+, CCNA, or similar certifications

Experience supporting business, MSP, or multi-site environments

A personal home lab

Benefits

Fully paid medical, dental, and vision insurance

401k with company contribution

Unlimited PTO

Equipment provided for a personal home lab

Enterprise Network Support Engineer

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

Type: Full-time

About the Company

Our client is a 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