Diagnose and resolve complex networking issues affecting RMM connectivity
Consult with enterprise IT teams to optimize firewall rules, NAT traversal, and proxy configurations
Support customers operating within highly regulated, air-gapped, or segmented VLAN environments
Utilize tools like Wireshark or tcpdump for packet-level analysis
Analyze system logs, telemetry, and monitoring data
Support enterprise SLA Management
Serve as the final escalation point for critical issues involving Windows, macOS, and Linux endpoints
Develop PowerShell or Bash scripts for automation
Act as the internal voice for network-related product improvements
Lead technical workshops for Tier 1 and 2 teams

5+ years of experience managing or supporting enterprise-grade networking
comfortable discussing BGP, OSPF, SD-WAN, and SSL/TLS certificate chains
5+ years in Enterprise Technical Support or Systems Administration
deep knowledge of Radius, NPS, and identity-driven network access control (NAC)
expert proficiency in network diagnostic suites and RMM tools (e.g., ConnectWise, Kaseya, N-able)
Bachelor’s degree in Computer Science, Network Engineering, or equivalent industry experience
CCNP (Enterprise), JNCIS-ENT, Network+, or equivalent enterprise networking experience required
CWNA or specialized Security certifications strongly preferred
experience supporting enterprise applications or internal platforms
familiarity with ticket-based support workflows
familiarity with Unix/Linux command-line environments
exposure to application configuration, customization, or administration
strong ability to gather and translate business requirements into technical solutions

Enterprise Support Engineer

Key skills