ISP Network Support Engineer

### Job Title: ISP Network Support Engineer **Position Type:** Full-Time, Remote **Working Hours:** U.S. Hours ### About the Role We’re hiring a technically strong and proactive **ISP Network Support Engineer** to support both customer-facing troubleshooting and production network operations within a growing multi-WAN ISP environment. This is not a basic helpdesk role. You will work directly with live network infrastructure — configuring routers, troubleshooting bonded links, supporting wireless backhaul, and maintaining high-availability systems across fiber, fixed wireless, and SD-WAN deployments. The ideal candidate has hands-on experience in ISP, WISP, FTTH, or managed service provider environments and is comfortable balancing customer communication with deep technical execution. ### What You’ll Own ### Customer Support & Troubleshooting * Respond promptly and professionally to customer calls and emails related to connectivity and performance. * Diagnose and resolve issues involving bonded WAN connections, wireless links, VoIP quality, and routing misconfigurations. * Troubleshoot CPE devices, routers, and firewalls in live production environments. * Document troubleshooting steps, root cause analysis, and configuration changes accurately. * Participate in a rotating after-hours emergency support schedule (1 week per month). * Consult with business clients on connectivity optimization and redundancy strategies when needed. ### Network Operations & Maintenance * Monitor and maintain core ISP infrastructure, including wireless backhaul, bonded WAN links, and edge routing devices. * Provision and configure new customer connections (router configuration, VLANs, firewall rules, QoS policies). * Troubleshoot BGP/OSPF routing issues and link failover events. * Configure and maintain MikroTik and Peplink devices in production. * Support tower deployments, backhaul upgrades, and infrastructure expansion projects. * Assist with firmware upgrades, configuration backups, and network hardening. * Maintain accurate network diagrams, IP addressing documentation, and system records. ### Team Collaboration * Work closely with internal engineering and field teams to resolve complex network issues. * Escalate critical infrastructure issues appropriately while maintaining ownership. * Contribute to improving uptime, redundancy, and network optimization. * Share documentation and operational insights to improve team knowledge. ### Must-Have Experience & Skills * Hands-on experience in an ISP, WISP, FTTH, or managed service provider environment. * Strong troubleshooting skills across routing, switching, and WAN connectivity. * Experience configuring routers and firewalls in production environments. * Solid understanding of TCP/IP, VLANs, NAT, VPNs, and QoS. * Experience working with BGP and/or OSPF. * Comfortable supporting both technical troubleshooting and customer communication. * Ability to work independently in a remote environment with strong documentation discipline. * Strong analytical and problem-solving mindset. ### Strongly Preferred (Highly Relevant Experience) * Experience with **Peplink (SpeedFusion, InControl2)** in multi-WAN or bonded link environments. * Hands-on experience with **MikroTik RouterOS**. * Experience with **fixed wireless (PTP/PMP) deployments** using Cambium or Ubiquiti. * Familiarity with **mmWave backhaul systems** (Siklu, Aviat, or similar). * Experience supporting **Starlink or hybrid WAN deployments**. * VoIP troubleshooting experience (SIP, QoS prioritization). ### Technical Environment You will be working across a modern ISP infrastructure that includes: * **SD-WAN & Link Bonding:** Peplink (SpeedFusion, InControl2) bonding Starlink, 5G, and terrestrial links. * **Fixed Wireless (PMP/PTP):** Cambium and Ubiquiti networks. * **High-Capacity Backhaul:** Siklu (mmWave) and Aviat technologies. * **Enterprise Wi-Fi:** Cambium (cnMaestro) and Ubiquiti (UniFi). * **Routing & Protocols:** MikroTik (RouterOS), BGP, OSPF, VLAN segmentation. * **VoIP:** SIP troubleshooting and QoS optimization. ### Key Metrics for Success * Fast, accurate resolution of support tickets. * High network uptime and minimal service disruption. * Successful provisioning and configuration of new customer connections. * Accurate and complete documentation of network changes. * Reduced repeat escalations and strong customer satisfaction. ### Interview Process 1. Initial Screening Call 2. Technical Interview 3. Practical Troubleshooting Scenario 4. Final Interview 5. Offer & Onboarding #Meta