Support Engineer Manager

Support Engineer Manager  Job Description My client is seeking a leader with 6+ years of experience in building and scaling fast-growing technical support teams, managing both proactive (monitoring/alerting) and reactive (customer tickets) support. Responsibilities include troubleshooting network issues (logs, packet captures, firmware, performance), configuring firewalls, VPNs, and VLANs, and conducting root cause analysis. The role also involves leading a global support team, participating in hands-on technical troubleshooting, and developing a strategy for scaling support operations Required Skills & Experience

• 6 years of experience in building and scaling fast growing technical support teams
• Demonstrated experience across full networking stack (wired, wireless, firewalls)
• Network monitoring, configuration management, and proactive optimization
• one/some of the following certifications: Cisco Certified Network Associate (CCNA), Certified Wireless Network Administrator (CWNA), Cisco Certified Network Professional (CCNP), and/or Cisco Certified Internetwork Expert (CCIE)
• Deep expertise in enterprise routing and switching
• Proficiency in network troubleshooting and diagnostics

Desired Skills & Experience

• Troubleshooting through: Logs, Packet Captures, and Debuggin
• Tools (Hex, Grafana).
•  Assist with advanced configuration (e.g., Firewall rules, S2S VPN, advanced VLAN setups).
• Work on firmware issues
• Troubleshooting (e.g., SSH into switches/firewalls, understand packet exchanges, STP troubleshooting).
• Investigate performance issues (e.g., latency, packet loss, network congestion).
• Work with customers on root cause analysis (RCA) for persistent issues.

What You Will Be Doing

Lead and scale a global support team across multiple time zones (currently US Pacific and India)
Manage both proactive support (monitoring/alerting 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 organization

Tech Breakdown
Troubleshooting (Network)
Wired, Wireless, Firewalls 
Hex Grafana
Routing and Switching 
TCP/IP, UDP, RADIUS, DNS, DHCP, LDAP 


Daily Responsibilities

• 100% Hands On

The Offer

• Competitive Salary

You will receive the following benefits:

• Medical Insurance
• 401(k)
• Paid Sick Time Leave

Applicants must be currently authorized to work in the United States on a full-time basis now and in the future.

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