Network Support Engineering Manager

Do you want to work with an Internet infrastructure for the enterprise Series B company? At Aimhire.io we are the exclusive recruiting partner to our client and we are hiring urgently.Position: Support Engineering ManagerKey Responsibilities:Lead and scale a global support team across multiple time zones (currently US Pacific and India)Manage both proactive support (monitoringalerting systems) and reactive support (customer tickets, configuration requests)Directly participate in technical troubleshooting while also providing strategic leadership ("player-coach" role)Develop vision for scaling to a global support organizationResponsibilities:Deep dive into troubleshooting using logs, packet captures, and debuggingtools (Hex, Grafana).Assist with advanced configuration and design changes (e.g., Firewall rules,S2S VPN, advanced VLAN setups).Work on firmware issues that require subject matter expertise totroubleshooting (e.g., SSH into switchesfirewalls, understand packetexchanges, STP troubleshooting).Investigate performance issues (e.g., latency, packet loss, networkcongestion).Work with customers on root cause analysis (RCA) for persistent issues.Tech stackNetwork monitoring platforms (Grafana), Log analysis tools (Hex), Packet capture and analysis tools (Wireshark), Network diagnostic utilities, Ticketing systems, SSH and command-line interfaces, VPN configuration tools, Authentication systems (RADIUS), TCPIP protocol suite, VLANs and network segmentation, Enterprise Wi-Fi deployments, SD-WAN implementations, Enterprise-grade switches and routers, Wireless access points

Created: 2025-02-24