Senior Systems Engineer, Technical Support in United States at Jobgether
Explore Related Opportunities
Job Description
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Systems Engineer, Technical Support in United States.
This role sits at the intersection of advanced technical troubleshooting, customer escalation management, and cloud networking expertise within a fast-evolving broadband and SaaS environment. You will act as a key escalation point for complex technical issues impacting cloud-connected networking and Wi-Fi solutions used by service providers. The position requires strong analytical thinking and the ability to quickly diagnose and resolve high-impact issues across distributed systems. You will collaborate closely with engineering, product, and customer-facing teams to ensure rapid resolution and continuous improvement of platform reliability. Beyond troubleshooting, you will contribute to technical documentation, knowledge sharing, and executive-level communication of customer impact. This is a high-ownership role where your expertise directly influences customer success, operational stability, and product evolution.
- Serve as a senior escalation point for complex technical issues via phone, web, or on-site engagement, ensuring timely and effective resolution
- Take ownership of customer incidents, independently diagnosing root causes while collaborating with internal engineering and support teams when needed
- Provide technical insights and customer perspective to cross-functional teams, including product management and executive stakeholders
- Create and maintain technical documentation to support internal knowledge sharing and customer self-service enablement
- Support early adopter customers for new cloud-based and cloud-connected networking solutions
- Analyze system and customer data to identify trends, recommend improvements, and enhance product and service performance
- Participate in ongoing technical training to stay current with evolving features, technologies, and platform capabilities
- Manage multiple high-priority issues simultaneously while maintaining accuracy, urgency, and communication clarity
Requirements:
- 5+ years of experience in technical support, escalation engineering, or a similar customer-facing technical role
- Strong background in networking technologies or SaaS/cloud-based platforms
- Deep understanding of TCP/IP, L2/L3 networking, VLANs, QoS/DSCP, DNS, DHCP, NAT, and firewalls
- Familiarity with protocols and technologies such as NetFlow, IPFIX, TR-069, REST, HTTP, STUN, JSON, and SNMP
- Experience working with Wi-Fi, IPTV, and cloud-connected device environments
- Proficiency in scripting languages such as Python, Bash, or similar is highly desirable
- Strong troubleshooting, analytical thinking, and problem-solving abilities
- Excellent written and verbal communication skills, including executive-level presentation capability
- Strong interpersonal skills with a collaborative, customer-centric mindset
- Ability to work independently in a fast-paced environment while managing multiple priorities
- Bachelor’s or Master’s degree in Computer Science, Electrical Engineering, or related field (or equivalent experience)
Benefits:
- Competitive annual base salary ranging from 90,000 USD to 172,500 USD depending on location and experience
- Eligibility for performance-based bonus compensation
- Flexible compensation structure aligned with geographic location and skill level
- Opportunity to work with advanced cloud and networking technologies in a high-growth environment
- Exposure to early-stage product innovation and next-generation broadband solutions
- Collaborative, team-oriented culture focused on shared success and continuous learning
- Career development opportunities through ongoing technical training and skill advancement
- Comprehensive benefits package (healthcare, retirement, and additional perks depending on location).