This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Enterprise Support Engineer based in the United States.
The Enterprise Support Engineer will play a key role in supporting strategic enterprise customers by delivering advanced technical guidance, troubleshooting complex issues, and ensuring successful adoption of network solutions.
This role combines deep technical expertise with customer partnership, acting as a trusted advisor for organizations relying on critical infrastructure technologies.
You will collaborate closely with customers and internal teams to identify root causes, optimize performance, and drive continuous improvement.
The position offers exposure to complex enterprise environments, networking technologies, and large-scale systems.
You will contribute to customer success by improving reliability, resolving challenges, and helping organizations maximize the value of their technology investments.
This is an opportunity to join a collaborative, innovation-focused environment where technical excellence and customer impact are highly valued.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Enterprise Support Engineer based in the United States.
The Enterprise Support Engineer will play a key role in supporting strategic enterprise customers by delivering advanced technical guidance, troubleshooting complex issues, and ensuring successful adoption of network solutions.
This role combines deep technical expertise with customer partnership, acting as a trusted advisor for organizations relying on critical infrastructure technologies.
You will collaborate closely with customers and internal teams to identify root causes, optimize performance, and drive continuous improvement.
The position offers exposure to complex enterprise environments, networking technologies, and large-scale systems.
You will contribute to customer success by improving reliability, resolving challenges, and helping organizations maximize the value of their technology investments.
This is an opportunity to join a collaborative, innovation-focused environment where technical excellence and customer impact are highly valued.
Accountabilities:
- Partner with strategic customers to understand their technical needs, optimize product usage, and provide expert recommendations.
- Act as a trusted technical advisor by building strong customer relationships and ensuring customer feedback is communicated effectively to internal teams.
- Conduct regular system health checks to evaluate performance, identify risks, and recommend improvements.
- Troubleshoot and debug complex issues involving systems, databases, applications, and network environments to determine root causes.
- Create and maintain test environments that replicate customer production setups to validate solutions and perform technical analysis.
- Apply structured testing methodologies and debugging techniques to isolate issues and develop effective resolutions.
- Collaborate with engineering, product, sales, and professional services teams to escalate and resolve customer challenges.
- Open and manage technical support cases with detailed documentation, reproduction steps, and progress updates.
- Validate software upgrades, develop implementation procedures, and support customers during maintenance activities.
- Provide rotating after-hours support to ensure consistent assistance for enterprise customers when needed.
- Manage multiple priorities effectively while maintaining a strong focus on customer satisfaction and timely resolution.
- 5+ years of experience working with networking technologies, enterprise support, or related technical roles.
- Strong knowledge of networking protocols and experience troubleshooting network issues, including packet capture and analysis.
- Deep understanding of DNS, DHCP, Linux, and common network services such as FTP, TFTP, NTP, SNMP, and syslog.
- Strong analytical and debugging skills with the ability to identify root causes and develop practical solutions.
- Experience supporting enterprise customers and managing complex technical cases.
- Excellent communication skills, with the ability to explain highly technical concepts clearly to both technical and non-technical audiences.
- A proactive, self-driven mindset with a passion for continuous learning and improvement.
- Ability to prioritize tasks, manage multiple projects, and work efficiently in a fast-paced environment.
- Strong customer service orientation and the ability to remain composed during high-severity incidents.
- A collaborative approach with the ability to work effectively across technical and business teams.
- Comprehensive medical, dental, and vision insurance coverage.
- Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
- Annual Lifestyle Spending Account (LSA).
- 401(k) retirement plan with company matching contributions.
- Paid parental leave.
- Vacation, personal, and wellness days.
- Annual learning and development budget to support professional growth.
- Eligibility for an annual bonus program.
- Opportunity to work in a collaborative, innovative, and globally connected environment.
The Enterprise Support Engineer is responsible for providing proactive and reactive technical support to enterprise customers, ensuring high-quality service delivery and effective resolution of complex technical challenges.
Requirements:
The ideal candidate is a technically skilled and customer-focused professional with strong networking expertise, problem-solving abilities, and experience supporting enterprise environments.