Senior Tier 2 Support Engineer

Job Summary

Senior Tier 2 Support Engineer. Position Types: Senior Tier 2 Support Engineer. Position Locations: India. City: Pune. Experience: 8+ Years. Contract: 1 Year (Extendable based on business requirements).

We are looking for a Senior Tier 2 Support Engineer to handle complex technical escalations that require deeper investigation beyond Tier 1 support. The role involves advanced network troubleshooting, customer-facing support, and close collaboration with engineering teams.

The ideal candidate should have excellent verbal and written communication skills, with proven ability to communicate confidently and effectively with international/enterprise clients.

Key Responsibilities

• Own and resolve complex customer escalations from investigation to closure.
• Troubleshoot networking issues involving TCP/IP, routing, NAT, DNS, firewalls, and VPNs.
• Analyze packet captures, logs, and diagnostic data using tools such as Wireshark and tcpdump.
• Communicate technical issues and resolutions clearly with international customers and stakeholders.
• Collaborate with Engineering teams on product-level issues and escalations.
• Develop troubleshooting guides, runbooks, and knowledge-base documentation.
• Mentor support engineers and contribute to technical knowledge sharing.
• Use Python scripting and REST APIs to support troubleshooting and automation.

Requirements

• 8+ years of experience in Technical Support, Network Engineering, or Infrastructure Support.
• Strong knowledge of TCP/IP and networking fundamentals.
• Hands-on experience with Linux troubleshooting and administration.
• Proficiency with Wireshark, tcpdump, or similar packet-analysis tools.
• Working knowledge of Python scripting and REST APIs.
• Excellent fluency in English, with strong verbal and written communication skills.
• Experience handling international/enterprise customers in a technical support environment.

Preferred Qualifications

• CCNP or equivalent networking expertise.
• Experience with SD-WAN, VPN, or overlay networking.
• Exposure to Docker and Kubernetes.
• Experience with OIDC and SAML integrations

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.