Enterprise Support Engineer

Remote (United States)

Job Details

Location: United States

Workplace: Remote

Employment Type: Full-Time

Experience: 5+ years of experience with DNS, DHCP, and Linux

Core Areas: Enterprise Technical Support, Network Troubleshooting, DNS, DHCP, Linux, Packet Capture and Analysis, Root Cause Analysis, Upgrade Validation

Schedule: Rotating after-hours support and customer maintenance-window assistance.

Compensation: USD $95,000–$115,000 annual salary, plus participation in a discretionary bonus plan.

About the Role

The Enterprise Support Engineer works directly with dedicated strategic enterprise customers to anticipate technical concerns, resolve complex issues, and improve their use of network products and services. This position combines hands-on troubleshooting, quarterly system health checks, and technical guidance to support reliable performance and address customer needs.

The work requires deep knowledge of networking protocols, DNS, DHCP, and Linux, including packet capture and analysis. Responsibilities span root cause investigation across systems, databases, and applications; reproducing production issues in test environments; and coordinating escalations with Engineering and other teams. Upgrade testing and maintenance-window assistance also form part of the role.

What You'll Do

• Work with dedicated customers to understand their requests thoroughly and apply in-depth technical knowledge to optimize their use of supported products and services.
• Perform quarterly health checks to assess system performance.
• Act as a trusted technical advisor, ensuring recommendations reach the appropriate customer contacts and receive proper consideration.
• Continually expand technical skills across the supported technology portfolio.
• Use troubleshooting and debugging skills, together with knowledge of systems, databases, and applications, to identify the root cause of customer issues.
• Build test environments that mirror customer production configurations and run tests with customer data or representative datasets.
• Apply testing methodologies and debugging techniques to isolate problems.
• Open support tickets with Engineering and provide clear reproduction steps to help resolve customer issues.
• Determine customer needs and recommend appropriate technical solutions.
• Coordinate escalations and engage the appropriate teams, including Sales, Professional Services, Engineering, and Product Management.
• Provide after-hours support on a rotating schedule to maintain consistent customer coverage.
• Validate and test upgrades in a lab environment, develop procedures, and assist customers during maintenance windows.
• Provide detailed customer case updates that document progress toward resolution.

Qualifications

Required Experience

• 5+ years of experience with DNS, DHCP, and Linux, supported by a thorough understanding of these technologies.
• Experience debugging network issues, including packet capture and analysis.
• Strong experience with common protocols and services, including FTP, TFTP, NTP, SNMP, and syslog.
• Experience managing enterprise customers and a demonstrated record of excellent customer service.

Required Skills

• Deep technical knowledge of networking protocols and the ability to investigate complex network problems.
• Excellent communication skills, including the ability to explain highly technical issues to non-technical audiences and build effective customer relationships.
• Ability to prioritize multiple projects and allocate resources and attention efficiently.
• Ability to maintain composure during high-severity incidents and stay focused on resolution.
• Ability to provide detailed case updates that clearly communicate progress toward closure.
• A proactive, persistent approach to independently initiating and following through on work.
• A strong commitment to learning, professional growth, and continuous improvement in individual and team practices.

Benefits

• Medical, dental, and vision insurance.
• Tax-advantaged Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• Annual Lifestyle Spending Account (LSA).
• 401(k) plan with company matching.
• Paid parental leave.
• Vacation, personal, and wellness days.
• Annual learning and development budget.