Duties & 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. With accolades including PTC "Best Networking Innovation", "Outstanding Cloud, Data Center, or Interconnection Company", and Inc. 5000, we enable businesses to deploy and run applications at the edge, thus reducing network latency to the end user.