Support Engineer - Networking

👋 Greetings, future tech savant: Embark on a pivotal journey to the forefront of technical support and troubleshooting with 3Pillar Global!
We invite you to join our elite team as we embark on missions critical to technological advancement and industry revolution. At 3Pillar, our dedication to excellence is unwavering, as we push the boundaries of cutting-edge technologies to transform industries.
This role transcends traditional support—it’s about delivering exceptional technical expertise, ensuring system reliability, and solving challenging problems to drive client success. With your strong troubleshooting skills, client-facing experience, and networking knowledge, you’ll play a critical role in the success of our Cisco Escalation team.
If you’re driven by a passion for solving technical challenges, collaborating with clients, and expanding your expertise in networking and security, your journey starts here, at the heart of 3Pillar’s Product Development realm.

Desired Capabilities:

• Client-facing experience in a technical support or troubleshooting role.
• Advanced English communication skills, presentation skills.
• Strong knowledge of TCP/IP networking, network security, and common application/transport protocols.
• Hands-on experience with Linux systems and the ability to use the CLI for diagnostics and automation.
• Database knowledge (databases (SQL/NoSQL)) to support backend issue troubleshooting.
• Excellent troubleshooting and debugging skills for network and system-level issues.
• Knowledge of Cisco firewalls and security solutions is a strong plus.
• Scripting knowledge (Python, Bash, or similar) is an advantage.
• Security or networking certifications (e.g., CCNA, CCNP, Security+) are a plus.
• Ability to have complex and detailed discussions with various customers.

Key Responsibilities:

• Provide advanced technical support for Cisco products, including firewalls, network traffic analysis, and system performance issues.
• Troubleshoot and debug TCP/IP networks, application/transport protocols, and security-related incidents.
• Conduct in-depth root cause analysis, ensuring timely resolution and clear documentation of client-reported issues.
• Collaborate with clients and internal teams to analyze network traffic, identify anomalies, and optimize network performance.
• Utilize Linux CLI for troubleshooting, system diagnostics, and scripting tasks to automate routine processes.
• Work with databases (SQL/NoSQL) to extract data and resolve backend issues where needed.
• Actively contribute to knowledge-sharing efforts, ensuring the team and client benefit from best practices and lessons learned.
• Assist in managing escalations and coordinating with technical leads or development teams when complex issues arise.

Minimum Qualifications:

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field; equivalent practical experience considered.
• Minimum of 2 years of experience in a technical support or troubleshooting role, preferably in a Level 2 support capacity.
• Strong knowledge of TCP/IP networking, network protocols, and network security concepts.
• Hands-on experience with Linux systems (CLI proficiency) for diagnostics and troubleshooting.
• Proven experience analyzing network traffic and identifying performance issues or anomalies.
• Familiarity with databases (SQL/NoSQL) for backend troubleshooting and querying.
• Proficiency in using defect tracking tools (e.g., JIRA, ServiceNow) for issue reporting and resolution tracking.
• Solid debugging and problem-solving skills with a methodical approach to troubleshooting complex issues.
• Experience working in a client-facing role with excellent verbal and written communication skills in English.
• Knowledge of Cisco firewalls or other network security devices is a plus.
• Networking or security certifications (e.g., CCNA, CCNP, Security+) are highly desirable.

What is it like working for 3Pillar Global?
At 3Pillar, we offer a world of opportunity:
Imagine a flexible work environment – whether it's the office, your home, or a blend of both. From interviews to onboarding, we embody a remote-first approach.
You will be part of a global team, learning from top talent around the world and across cultures, speaking English everyday. Our global workforce enables our team to leverage global resources to accomplish our work in efficient and effective teams.
We’re big on your well-being – as a company, we spend a whole trimester in our annual cycle focused on wellbeing. Whether it is taking advantage of fitness offerings, mental health plans (country-dependent), or simply leveraging generous time off, we want all of our team members operating at their best.
Our professional services model enables us to accelerate career growth and development opportunities - across projects, offerings, and industries.
We are an equal opportunity employer. It goes without saying that we live by values like Intrinsic Dignity and Open Collaboration to create cutting-edge technology AND reinforce our commitment to diversity - globally and locally. Join us and be a part of a global tech community! 🌍💼 Check out our Linkedin site and Careers page to learn more about what it’s like to be part of our #oneteam!