Sr. Technical Support Engineer

Sr. Technical Support Engineer

Professional Search Group has partnered with an industry-leading organization seeking a technically curious and customer-focused Network Support Engineer who enjoys solving complex industrial networking challenges. This role focuses on troubleshooting and supporting industrial Ethernet networks used in automation, transportation, and manufacturing environments.

The ideal candidate will work closely with key customers, channel partners, and internal engineering teams to diagnose technical issues, provide application support, and deliver practical solutions in real-world industrial environments.

Major Responsibilities

• Serve as the technical owner for complex escalations, driving root cause analysis through replication, packet-level inspection, and coordination with engineering teams through final resolution.
• Provide high-quality technical support to top-tier customers via email, phone, video conferencing, and onsite services.
• Manage support cases to ensure customer issues are documented, tracked, resolved, and followed through promptly.
• Utilize expertise in reproducing customer issues, fault isolation, root cause analysis, and qualification of critical issues in complex customer networks (Layer 2, Layer 3, Routing, Firewalls, etc.).
• Demonstrate initiative and technical expertise when collaborating with engineering teams regarding customer concerns and findings observed during issue replication.
• Assist customers with product and systems testing, including installation, configuration, validation, and troubleshooting of industrial networking solutions.
• Produce customer-facing summaries and internal knowledge articles with clear reproduction steps, packet captures, and configurations.
• Provide Voice of Customer feedback to product and engineering teams to support continuous product enhancement initiatives.
• Build positive customer experiences by working closely with Engineering, Quality, and Sales teams.
• Travel periodically onsite for critical escalations and key customer deployments.
• Demonstrate accountability, self-motivation, and the ability to work independently in fast-paced environments.
• Perform additional duties as assigned.

Required Technical Qualifications

• Bachelor’s degree or equivalent experience in Network Engineering, Computer Science, Information Technology, Electrical/Electronic Engineering, or a related engineering field.
• Minimum of five years of relevant industry and field experience with Ethernet and IP-based networking products.
• Expert-level proficiency with Wireshark for advanced packet analysis, root cause identification, and performance troubleshooting.
• Deep understanding of enterprise networking concepts and hands-on command line interface (CLI) experience.

• Layer 2 Networking: VLANs/Trunking, STP/RSTP/MSTP, LACP, QoS, LLDP, Multicast (IGMP Snooping), Redundancy Rings (MRP/PRP/HSR)

• Layer 3 Networking: Inter-VLAN Routing, Static and Dynamic Routing (OSPF), RRP/HSRP-style Redundancy, ACLs, NAT

• VPN & Security: IPsec/SSL VPN Concepts, Certificates/PKI, RADIUS/802.1X
• Expertise working within domain environments, including network authentication, certificates, and RADIUS protocols.

Required Professional Qualifications

• Applicants must be authorized to work in the United States without current or future visa sponsorship.
• Proven experience in onsite troubleshooting, implementation, and relationship management across multiple client locations.

Preferred Technical Qualifications

• Professional networking certifications such as CCNP, CWNA, CISSP, or CCIE strongly preferred for senior-level consideration.
• Advanced expertise with Linux Operating Systems, including diagnostics and network services integration.

Preferred Leadership & Professional Skills

• Strong customer focus with exceptional analytical, troubleshooting, and problem-solving abilities.
• Ability to leverage technical expertise to architect solutions, not just resolve issues, while guiding customers toward best practices.
• Proven experience managing critical escalations and coordinating cross-functional engineering efforts.
• Ability to mentor junior engineers, provide technical guidance, and elevate the overall capability of the support organization.
• Self-directed and highly accountable, with the ability to independently support key enterprise customers.
• Excellent communication skills with the ability to explain complex technical issues to both technical and non-technical stakeholders, emphasizing business impact.
• Proficiency in Microsoft Office applications including Excel, Word, Outlook, MS Teams, Visio, and PowerPoint.
• Ability to thrive under pressure, manage multiple priorities, and consistently deliver results in high-impact environments while maintaining a positive attitude.