ISP Network Support Engineer (Remote)

Job Title: ISP Network Support Engineer

Position Type: Full-Time, RemoteWorking 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