TP-Link Systems Inc. · 1 day ago
Business Network Support Engineer L2
Irvine, CA
Full-time
Onsite
Mid Level
$95K/yr - $125K/yr
3+ years expTP-Link Systems Inc. is a global provider of reliable networking devices and smart home products, consistently ranked as the world's top provider of Wi-Fi devices. They are seeking a Business Network Support Engineer L2 to support Level 1 Support Specialists and handle complex networking issues for their SMB/Enterprise product lines. The role involves troubleshooting, technical support, and collaborating with sales and engineering teams to deliver solutions to business customers.
ElectronicsHardwareHealth CareInternetSoftware
No H1B
Responsibilities
Handle complex issues escalated from L1 Support, providing timely and effective solutions to minimize impact on customers
Deliver remote and on-site technical support for troubleshooting and resolving product issues
Analyze technical requirements for customer bids and proposals
Design and deliver solutions based on TP-Link products that meet customer and business objectives
Collaborate with sales and engineering teams to ensure successful implementation of solutions
Work directly with key U.S. customers to address inquiries, ensure satisfaction, and build long-term relationships
Coordinate with L3 Support teams (R&D, testing, product) to diagnose and resolve advanced technical challenges
Deliver training sessions to internal teams (e.g., L1 Support) to enhance their technical expertise
Conduct technical training for external customers to help them better understand and utilize products
Update and maintain internal knowledge bases with troubleshooting processes, best practices, and solutions
Gather feedback from customers regarding product performance and usability
Participate in the validation and testing of new products to ensure technical readiness for market entry
Qualification
Required
Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field
3+ years of experience in technical support, network solutions, or a related role
Strong understanding of networking protocols (e.g., TCP/IP, UDP, DNS, DHCP) and network architectures (e.g., LAN/WAN, VLAN, VPN)
Hands-on experience with networking devices, including routers, switches, and access points
Proficiency in analyzing logs, packet captures, and designing technical solutions
Excellent written and verbal communication skills in English
Strong customer service mindset with a proactive approach to problem-solving
Ability to work collaboratively with cross-functional teams
Respond to urgent cases, including those requiring attention outside of regular working hours
Relevant certifications such as CCNA, CCNP, or equivalent certifications
Experience providing training to internal teams and external customers
Familiarity with technical support for enterprise-level clients
Preferred
Experience with bid analysis and crafting technical solutions for enterprise clients is a plus
Benefits
Fully paid medical, dental, and vision insurance (partial coverage for dependents)
Contributions to 401k funds
Bi-annual reviews, and annual pay increases
Health and wellness benefits, including free gym membership
Quarterly team-building events
Company
TP-Link Systems Inc.
Headquartered in the United States, TP-Link Systems Inc.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Ben Allcock
Vice President – B2B UK & Ireland
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