Technical Support Engineer

• Adhere to organizational policies.


• Respond proactively to alerts and incidents.


• Provide on-call support as required.


• Deliver technical support to internal and external customers through phone, email, CRM, and other tools.


• Support internal users and engineering teams by analyzing system behavior, logs, and performance metrics.


• Participate in root cause analysis and post-mortem reviews for critical incidents.


• Document technical findings, standard procedures, and platform behavior for internal knowledge sharing.


• Assist in maintaining and troubleshooting cloud-based infrastructure (AWS, GCP, Azure).


• Collaborate with geographically dispersed cross-functional teams.


• Ensure speed, accuracy, and consistency of work.


• Use standard technical support tools and processes.


• Perform additional duties as required.

Required Skills and Experience:

• Ability to read and understand requirement documents, engineering specifications, schematics, and system block diagrams.


• Ability to maintain confidentiality of company information and work with discretion.


• Ability to effectively interact with all levels of personnel, including senior management.


• Strong responsiveness to internal team and customer needs.


• High level of creativity, organization, resourcefulness, and attention to detail while managing multiple tasks.

Technical Skills:

• Strong understanding of networking concepts (TCP/IP, DNS, DHCP, routing/switching, VLANs, NAT).


• Good understanding of Rocky Linux, RedHat, and Ubuntu, with the ability to install and configure routers and switches.


• Knowledge of DOCSIS, CMTS platforms, RF signals, and broadband infrastructure is a plus.


• Knowledge of network monitoring tools (e.g., PRTG, Zabbix, SolarWinds, Elastic, Grafana, Prometheus) is a plus.


• Knowledge of virtualization platforms such as VMware vSphere/ESXi, KVM, or Hyper-V.


• Familiarity with headend systems used in cable or IPTV environments is a plus.


• Exposure to cloud platforms such as AWS, GCP, Azure, or private data clouds.


• Basic understanding of containerization and orchestration technologies such as Docker and Kubernetes.


• Basic scripting knowledge (e.g., Python, Shell, Bash) to automate log or data collection is a plus.