Note: The job is a remote job and is open to candidates in USA. Digi International, through its Ventus business unit, provides secure enterprise networking and connectivity solutions. The Technical Support Specialist II provides Level 2 customer and partner support, monitors network and system health, performs remote diagnostics and troubleshooting, and coordinates incident resolution or escalation. The role focuses on cellular and wireline networking, Linux-based troubleshooting, packet analysis, documentation, and customer service in a remote contact center environment.
Responsibilities
- Provide Level 2 technical support in a fast-paced contact center environment, handling inbound customer and partner contacts via voice and digital channels
- Monitor network and system health using alerting and event-management platforms (e.g., SolarWinds, LogicMonitor, Auvik, Zabbix, etc.), respond to alarms, perform initial triage, and drive incidents to resolution or escalation
- Perform remote diagnostics, troubleshooting, and reconfiguration for cellular and wireline gateways/routers using proprietary and standard troubleshooting tools
- Troubleshoot network issues across OSI layers 1–6, including the use of Linux command-line tooling for network diagnosis (required)
- Analyze Linux logs (e.g., kernel and messages, etc.) and perform packet capture troubleshooting using tools such as tcpdump and Wireshark; document findings and recommended actions (required)
- Coordinate troubleshooting efforts with field services technicians, customers, channel partners, and internal contacts; escalate issues to senior support/leadership when appropriate
- Support vendor/customer installations of managed equipment and services
- Maintain thorough, accurate documentation of customer interactions and technical work in ticketing and related systems
- Meet performance expectations and key performance indicators (KPIs) in partnership with leadership
- Use company-supplied equipment (Windows laptop, headset, and peripherals) to perform daily work
- This is not a SaaS developer or Desktop support role
Skills
- * Professional, customer-first approach with strong and recognized customer service and interpersonal skills
- * Willing and able to leverage AI-assisted tools (e.g., for knowledge lookup, documentation, and troubleshooting support) while following company guidelines and maintaining data/privacy standards
- * Excellent written and verbal communication, with strong documentation habits
- * Self-starter mentality with strong ownership, follow-through, and the ability to prioritize in a shifting environment
- * Detail-oriented, efficient, and capable of logical/critical thinking to isolate root cause and drive resolution
- * 2+ years of technical support and/or call center experience in Tier I/Tier II roles (1+ year is a plus)
- * Required technical support experience/knowledge:
- * Troubleshooting aligned to the OSI model (Physical through Presentation layers)
- * IPv4 and subnetting
- * Strong proficiency in a Linux command-line environment for network troubleshooting
- * Log review (Linux and Cisco IOS environments), and packet capture experience using tcpdump (or equivalent)
- * Linux firewalling, including the ability to view and interpret rulesets in iptables/nftables to validate allowed/blocked traffic and assist in root-cause analysis
- * NAT troubleshooting, including interpreting port forwarding behavior, and isolating common issues such as asymmetric routing
- * Reliable broadband internet connection
- * Flexible shift availability—may include weekends, non-standard days/hours (1st, 2nd, or 3rd shift), and holidays
- Candidates must have valid work authorization in the United States at the time of application
- * Experience providing Level 2 (or higher) support to channel partners and resellers (preferred/strong plus)
- * 1+ year is a plus
Benefits
- Short-term incentive program
- New hire stock award
- Paid parental leave
- Open (uncapped) PTO
- Hybrid work environment
- Competitive medical, health & wellbeing offerings
- Company-supplied equipment (Windows laptop, headset, and peripherals)
Company Overview