Ventus is an entity within Digi, a Business Unit that’s an industry leader in IT
networking innovations, leveraging technology to produce market-driving network
solutions. Operating from over 20 years of experience and delivering secure
enterprise class networks, Ventus develops cellular wireless and fixed
line SD-WAN, Hybrid WAN, and Cellular WAN solutions for an expanding array of
business connectivity applications.
Position
Technical Support Specialist II - Remote US location
What We Offer
At Ventus we provide an exciting opportunity for a dedicated professional to
join our remote technical support team. You’ll leverage your network
troubleshooting expertise and communication skills in a fast-paced, customer
focused environment. This role not only allows flexibility of working from home
but also offers a supportive and dynamic work culture. We equip you with the
necessary tools, and we highly value your adaptability, attention to detail, and
contribution. Make us part of your journey today
What You Will Do
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.
Who You Are and What You Bring
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)
Experience providing Level 2 (or higher) support to channel partners and
resellers (preferred/strong 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
Desired But Not Required
Cellular troubleshooting experience
Wi-Fi troubleshooting and diagnosis
Cisco IOS network troubleshooting and familiarity with routing protocols such
as BGP and OSPF
Ability to diagnose common Phase 1 and Phase 2 IKE/IPsec issues
Experience with Digi router hardware, Digi Remote Manager and/or the Digi DAL
platform
Please note that we are unable to provide visa sponsorship for this position.
This includes, but is not limited to, work visas, employment-based visas, or
residency sponsorship. Candidates must have valid work authorization in the
United States at the time of application. Visa applications of any kind will not
be considered.
Digi International offers a distinctive Total Rewards package including a
short-term incentive program, new hire stock award, paid parental leave, open
(uncapped) PTO, and hybrid work environment in addition to our competitive
medical, health & wellbeing and compensation offerings.
The anticipated base pay range for this position is $47,500 – $67,000. Pay
ranges are determined by role, job level and primary job location. The range
displayed reflects the reasonable range we anticipate paying for this position
and reflects the cost of labor within several U.S. geographic markets. The
specific salary offered within the range will depend on various factors
including, but not limited to the candidate’s relevant and prior experience,
education, skills, and primary work location. It is not typical for an
individual to be hired at or near the top of the range for their role and
compensation decisions are dependent on the facts and circumstances of each
position. Pay ranges are typically reviewed and updated annually.
At Digi, we embrace diversity and inclusion among our teammates. It is critical
to our success as a global company, and we seek to recruit, develop and retain
the most talented people from a diverse candidate pool. We are committed to
providing an environment of respect where equal employment opportunities are
available to all applicants and teammates.