Network Support Engineer (Tier 2 & 3)

About the role

Estarta is seeking experienced Network Support Engineers to join its Tier‑2 and Tier‑3 teams. Working on US EST hours, you will provide advanced troubleshooting and incident management for complex SD‑WAN, firewall, and broader network environments serving global clients.

Key responsibilities

• Act as the escalation point for advanced issues on SD‑WAN, firewalls, routers, and switches.
• Own end‑to‑end case lifecycle in Salesforce and ServiceNow, from initial engagement to resolution.
• Diagnose and resolve VPN tunnel problems, firewall policies, and network security configurations.
• Perform device replacements using backup configurations to minimize downtime.
• Conduct root‑cause analysis for performance issues and implement corrective actions.
• Prioritize tickets based on impact, ensuring SLA compliance.
• Lead critical outage incidents, provide timely updates, and drive resolution within SLOs.
• Collaborate with Tier‑1 support, NOC, vendors, and ISPs.
• Mentor junior engineers and share knowledge across teams.

Required profile

• Minimum 2 years of network support or NOC experience for Tier‑2; 4+ years for Tier‑3.
• Strong troubleshooting skills for SD‑WAN, LAN/WAN, and firewall environments.
• Proficiency in English (written and verbal) and ability to work US EST hours.
• Relevant certifications such as Cisco CCNA/CCNP or Fortinet NSE4/NSE7 are preferred.

Required skills

• SD‑WAN platforms (VeloCloud, Fortinet, Meraki)
• Firewalls, routers, switches
• VPN, TCP/IP, UDP, SSL/IPsec, VLAN, STP, BGP, DHCP, QoS, MPLS
• NGFW and network security concepts
• Performance monitoring tools and network management systems
• Salesforce and ServiceNow ticketing platforms