Hybrid Network Support Engineer

at Zenlayer

• Job title: Network Support Engineer
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Associate's Degree
• Tech skills: Firewalls, Switching, TCP/IP
• Location requirements: Hybrid, Diamond Bar, United States

About the role

• Network Support Engineer providing Tier 1 and Tier 2 support for Zenlayer’s global network. Ensuring quick resolution of customer issues in a hybrid working environment.

Responsibilities

• Provide Tier 1 and Tier 2 network support by opening, troubleshooting, and resolving customer and internal tickets
• Diagnose and resolve network issues including congestion, routing changes, hardware failures, and vendor related incidents
• Configure, provision, and maintain top-of-rack switches, core Layer 3 switches/routers, and SDN services
• Monitor network infrastructure, respond to alerts, and ensure issues are addressed within defined SLAs
• Maintain the integrity, reliability, and performance of Zenlayer’s global network
• Create, update, and improve network support documentation, procedures, and operational processes
• Participate in on call rotations and provide after-hours and weekend support as needed
• Collaborate with internal teams to plan, research, and design resilient network architectures for IT projects
• Track, escalate, and manage incidents to resolution while providing clear and timely communication to customers

Requirements

• Minimum 3 years of hands-on networking experience
• Current CCNA certification or equivalent practical experience
• Strong understanding of networking fundamentals including TCP/IP, routing, switching, STP, VLAN/VXLAN, and firewalls
• Experience working with Juniper EX, Centec, and Cisco switches
• Background supporting customer environments in a helpdesk or NOC-style support role
• Excellent customer service skills with the ability to communicate technical concepts clearly and professionally
• Exceptional attention to detail, including documentation and written communication
• Ability to troubleshoot complex technical issues under pressure in a fast-paced environment
• Strong multitasking, prioritization, and time-management skills
• Self-motivated, team-oriented, and able to work independently with minimal supervision
• Availability to work nights and weekends as part of on-call rotation
• Working knowledge of Microsoft Office Suite
• Familiarity with SDN technologies (e.g., OpenFlow) is a plus
• Mandarin bilingual proficiency is required

Benefits

• Hybrid work schedule