Advanced Network Support Engineer

Cytracom - Allen, TX

Full-time - Mid Level

Remote - Allen, TX

101-250 employees

Telecommunications

About the position

As an Advanced Network Support Engineer for Cytracom, your mission is to provide expert technical support for our suite of products, with a primary focus on the ControlOne SASE solution. Your role is crucial in ensuring high customer satisfaction and reducing churn by addressing complex network-related issues and supporting our Support and Customer Experience teams.

Responsibilities

• Troubleshoot and solve tickets using Zendesk, prioritizing based on severity and customer impact.
• Become a product expert and inform the team and cross-team members on all Cytracom products and integrations.
• Daily multitasking and prioritizing of outbound calls, queue calls, and tickets, demonstrating effective time management.
• Communicate clearly and efficiently with customers, partners, third-party vendors, ISPs, team members, and teams across the organization.
• Maintain working knowledge of all Cytracom products and integrations, being proficient in setting up, troubleshooting, and resolving basic to intermediate issues.
• Escalate tickets timely, following escalation protocols to hand off to engineering if necessary based on ticket severity.
• Triage and follow escalation processes to ensure proper request assistance or hand-off to appropriate teams as necessary.

Requirements

• Actively monitor and troubleshoot BLF issues to ensure accurate status indicators across the network.
• Identify and resolve call quality issues, including static, one-way audio, and call drops, by analyzing factors such as jitter, latency, and packet loss.
• Collaborate with Internet Service Providers to resolve connectivity and bandwidth issues impacting VoIP services.
• Conduct detailed network assessments during UCaaS onboarding, covering bandwidth tests, firewall configurations, and QoS settings.
• Manage escalations effectively in cases of prolonged issue resolution times or critical customer feedback, ensuring prompt and appropriate responses.
• Participate in the on-call rotation and be available for after-hours support as needed.
• Offer comprehensive support for the entire range of Cytracom products and their integrations, ensuring seamless functionality.

Nice-to-haves

• Expertise in SASE architecture and the implementation of secure network access solutions, cloud security, and optimizing network performance.
• Solid experience with the integration, deployment, and support of SaaS solutions and their impact on overall network infrastructure and security.
• Strong communication and technical leadership skills to collaborate with internal teams and external partners.

Benefits

• Medical, dental, and vision insurance is available
• 401K
• Disability and Life insurance
• Paid vacations and holidays
• Flexible PTO policy
• Casual, laid-back work environment
• Free refreshments
• Standing desks