Jobs via Dice · 11 hours ago
Network Support Engineer
San Francisco, CA
Contract
Hybrid
Senior Level
5+ years expApex Systems is a world-class IT services company that serves thousands of clients across the globe. They are seeking an experienced network support engineer to act as a point of escalation for B2B clients, responsible for troubleshooting and resolving complex network issues, and guiding customers through remediation steps.
Computer Software
Responsibilities
Join live customer calls to diagnose and resolve complex networking and connectivity issues (routing, firewall, NAT/port-mapping, VPN, DNS, etc.)
Determine root cause: customer environment, misconfiguration, or potential product limitation/bug. Clearly communicate findings
Coach and guide customers through configuration changes or remediation steps
Triage issues: decide when to escalate to internal product/engineering teams. Provide detailed diagnostics, logs/traces, and context when escalating
Maintain clear, professional communication with technical and non-technical stakeholders (customers, internal support, engineering)
Document tickets, resolutions, and recurring problems in ticketing or CRM systems
Identify patterns or recurring issues, provide feedback to internal teams, and suggest possible improvements
Participate in on-call rotation (as needed) for urgent or after-hours customer escalations
Work closely with internal support, product, and engineering teams to coordinate resolution, bug reports, and feature requests
Qualification
Required
5+ years of hands-on experience in network engineering / support / operations (or equivalent)
Deep knowledge of networking fundamentals: TCP/IP, OSI model, routing (static, dynamic), firewall/NAT, VPNs, DNS, port forwarding/NAT, subnetting, etc
Familiarity with common enterprise network and security equipment/configurations (firewalls, VPN gateways, NAT routers, load balancers)
Experience troubleshooting in customer-facing or support context (not just internal), preferably for B2B or enterprise customers
Strong verbal and written communication skills - ability to explain complex technical issues clearly to customers
Comfortable working under pressure and managing ambiguous situations (e.g. unknown root causes, multiple stakeholders)
Skill at gathering logs/traces, analyzing packet captures (Wireshark or similar), and summarizing findings
Good judgment to decide when to escalate vs. resolve
Self-motivated, customer-oriented, able to work independently and as part of cross-functional teams
Preferred
Certifications such as CCNA, CCNP, or equivalent; experience with cloud-networking, hybrid enterprise setups, or multi-tenant B2B connectivity
Experience with multi-tenant networks, SD-WAN, cloud networking (AWS/Azure/Google Cloud Platform)
Familiarity with security, compliance, VPNs, or firewall configurations at enterprise scale
Previous experience in a customer-facing support or escalation role
Scripting or automation experience (e.g. to parse logs, automate diagnostics)
Benefits
Medical
Dental
Vision
Life
Disability
Other insurance plans
ESPP (employee stock purchase program)
401K program
HSA (Health Savings Account on the HDHP plan)
SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
Corporate discount savings program
Discounts
On-demand training program
Access to certification prep
Library of technical and leadership courses/books/seminars
Certification discounts
Perks to associations that include CompTIA and IIBA
Dedicated customer service team for our Consultants
Certified Career Coach
Company
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Funding
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