Zenlayer · 5 hours ago
Network Support Engineer
Diamond Bar, California, United States
Full-time
Hybrid
Mid Level
3+ years expZenlayer is seeking a customer service oriented Network Support Engineer to join our Global Customer Support Center (GCSC) team. In this role, you will be on the front lines of supporting Zenlayer’s global network and SDN services, ensuring fast, accurate resolution of customer issues while maintaining high availability across our infrastructure.
Cloud ComputingInformation TechnologyISPOptical CommunicationSoftwareTelecommunications
Responsibilities
Provide Tier 1 and Tier 2 network support by opening, troubleshooting, and resolving customer and internal tickets
Diagnose and resolve network issues including congestion, routing changes, hardware failures, and vendor related incidents
Configure, provision, and maintain top-of-rack switches, core Layer 3 switches/routers, and SDN services
Monitor network infrastructure, respond to alerts, and ensure issues are addressed within defined SLAs
Maintain the integrity, reliability, and performance of Zenlayer’s global network
Create, update, and improve network support documentation, procedures, and operational processes
Participate in on call rotations and provide after-hours and weekend support as needed
Collaborate with internal teams to plan, research, and design resilient network architectures for IT projects
Track, escalate, and manage incidents to resolution while providing clear and timely communication to customers
Qualification
Required
Minimum 3 years of hands-on networking experience
Current CCNA certification or equivalent practical experience
Strong understanding of networking fundamentals including TCP/IP, routing, switching, STP, VLAN/VXLAN, and firewalls
Experience working with Juniper EX, Centec, and Cisco switches
Background supporting customer environments in a helpdesk or NOC-style support role
Excellent customer service skills with the ability to communicate technical concepts clearly and professionally
Exceptional attention to detail, including documentation and written communication
Ability to troubleshoot complex technical issues under pressure in a fast-paced environment
Strong multitasking, prioritization, and time-management skills
Self-motivated, team-oriented, and able to work independently with minimal supervision
Availability to work nights and weekends as part of on-call rotation
Working knowledge of Microsoft Office Suite
Mandarin bilingual proficiency is required
Preferred
Familiarity with SDN technologies (e.g., OpenFlow)
Company
Zenlayer
Zenlayer operates as a software-defined network and services provider.
201-500 employees
H1B Sponsorship
Zenlayer has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (2)
2023 (1)
2022 (1)
2021 (2)
2020 (1)
Funding
Current Stage
Growth StageTotal Funding
$102MKey Investors
MDI VenturesAnatole,Prospect Avenue CapitalForebright Capital
2022-01-04Series C
2021-05-12Series C· $62M
2019-08-15Series B· $30M
Leadership Team
Joe Zhu
Founder & CEO
Craig Kaplan
Senior Vice President of Sales
Recent News
2025-10-29
2025-10-09
2025-09-12
Company data provided by crunchbase