Senior Network Engineer

About the CompanyWe are seeking a skilled and proactive Tier 2 Network Engineer – Escalation to join our dynamic support team. This role is pivotal in diagnosing and resolving complex network issues escalated from Tier 1 support, ensuring seamless customer experiences across our product lines. The ideal candidate will possess strong expertise in routing and switching, advanced troubleshooting tools, and effective case management using JIRA.
About the RoleThis role is pivotal in diagnosing and resolving complex network issues escalated from Tier 1 support, ensuring seamless customer experiences across our product lines.ResponsibilitiesDeliver expert-level technical support for Ubiquiti's full product suite, encompassing wireless infrastructure, enterprise routing and switching, network security, VPN configurations, and UniFi Protect surveillance systems.Perform in-depth diagnostics and root cause analysis of complex network issues using advanced tools such as Wireshark, system logs, and performance metrics.Ensure efficient and structured ticket handling, maintaining clear documentation, timely communication, and strict adherence to defined SLAs and escalation protocols.Interface with the development team to report Software or Firmware bugs using JIRA, including detailed replication steps and relevant debug artifacts.Reconstruct customer network scenarios within lab environments to reproduce issues, validate fixes, and simulate deployment-specific conditions.Stay continually informed and educated about the latest trends in networking technology, industry best practices, and updates to Ubiquiti’s products and Software.Prioritize cases based on impact and urgency, ensuring each ticket receives appropriate attention and resolution pathways.Required SkillsDemonstrated expertise in enterprise-grade routing, switching, and wireless technologies, with deep understanding of L2/L3 protocols (e.g., OSPF, BGP, STP, VLANs, QoS, and wireless mesh frameworks).Skilled in leveraging advanced network diagnostic tools such as Wireshark, packet captures, iPerf, and netstat to isolate, analyze, and resolve complex performance and connectivity issues.Experienced in using JIRA and similar case/ticket management platforms to log, track, and escalate product defects and customer incidents with precision and accountability.Strong analytical and problem-solving capabilities, with a keen ability to parse complex logs, correlate events, and uncover underlying root causes in multi-layered environments.Exceptional written and verbal communication skills, with a proven ability to convey technical information clearly and empathetically to both technical and non-technical users.Self-driven and highly adaptable, able to work autonomously or in cross-functional teams under pressure in dynamic, high-volume support environments.QualificationsBachelor’s degree in Computer Science, Information Technology, or a related field.Minimum of 2 years of experience in network engineering or a similar role.