Senior Network Support Engineer

About the position

Pilot is a modern connectivity company based in New York City. We deliver fiber-optic internet and network services to businesses with no contracts, backed by a 100% uptime guarantee and 24/7 proactive support. We're a passionate, close-knit team that believes businesses have more important things to worry about than their internet connection. Our top priority is enabling extraordinary work across all industries with connectivity solutions that are adaptive, agile, and designed with the customer in mind.

Responsibilities

• Troubleshoot networking, routing, and complex connectivity problems, including network hardware issues, and log all troubleshooting communication in Pilot’s help desk system.
• Respond promptly and accurately to incoming customer and team support escalations and service outages, providing technical support that meets Pilot’s high quality of work and customer-centric standards.
• Communicate directly with customers to understand their issues, provide clear updates, and address their needs effectively.
• Provision connectivity services, including dedicated internet access, IP transit, point-to-point Ethernet, and DWDM circuits.
• Serve as a point of escalation and subject matter expert for customer support teams and cross-functionally, providing guidance and advanced troubleshooting for complex network issues to ensure timely resolution.
• Collaborate with other teams to ensure timely resolution of customer issues.
• Investigate network or customer outages, proactively communicating troubleshooting steps or emergency maintenance with internal teams and customers.
• Perform on-site customer visits to troubleshoot network issues and install Pilot equipment.
• Be dedicated to providing an exceptional customer experience.
• Adhere to all external SLAs and internal SLOs for support requests.
• Adhere to the standards and best practices for the Pilot’s network infrastructure.
• Create and maintain up-to-date documentation for new and existing processes, configurations, and specific Pilot network commands and protocols.
• Continuously develop technical knowledge and skills to stay up-to-date with the latest trends and technologies.
• Participate in after-hours on-call rotation to respond to escalations and ensure 24/7 support availability for critical network issues.

Requirements

• 4+ years in a similar support engineering role with customer-facing experience. Field experience is a plus.
• Demonstrated practical experience with IP routing protocols (ISIS/BGP/OSPF/MPLS).
• Experience with DHCPv4/v6 servers.
• Experience with SNMP-based monitoring/graphing systems such as Zabbix, Nagios, SolarWinds, Observium, or LibreNMS.
• Experience with Layer 2 transport methods like VPWS, VPLS or EVPN in a service provider or data center environment.
• Previous experience working at an internet service provider, managed services provider, or web hosting provider is a strong plus.
• Desire to learn and apply learning immediately.
• Demonstrated successful collaboration skills and experience within a team.
• Excellent verbal and written communication and interpersonal skills to interact with customers and colleagues.
• Strong analytical and problem-solving skills to troubleshoot and resolve technical issues.
• Experienced with scripting and automation, likely using things like Bash, Python, Go, Ansible, etc.
• Demonstrated understanding of packet delivery in PON technologies (GPON, XGSPON) is considered a plus.
• Ability to take part in escalation rotations weekly and availability for off-hours work (late night/early morning), as required.
• Comfortable with frequent travel via mass-transit to sites in NYC and ability to work independently with minimal supervision.

Benefits

• Base salary of $90,000 - $120,000
• Company-sponsored Medical, Dental, Vision Coverage
• Company-sponsored 401(k) with employer match
• Commuter & Wellness Reimbursement
• Competitive PTO