Network Support Engineer

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VyOS is an open-source network operating system that provides an all-in-one platform for network management. Built on Linux, VyOS integrates powerful routing, firewall, VPN, and network services into a unified system. Unlike traditional networking hardware, VyOS can be deployed on a wide range of platforms, from physical routers and cloud environments to virtual machines, giving users flexibility and control over their network infrastructure.

The key strength of VyOS lies in its comprehensive feature set. It supports dynamic routing protocols (BGP, OSPF, RIP), multiple VPN types (IPsec, OpenVPN, WireGuard), firewall rules, traffic shaping, and more - all configured through a unified command-line interface (CLI) familiar to network engineers. Its ability to scale across various environments makes it popular with organizations seeking open-source networking solutions.

Job Description

The Network Support Engineer is responsible for providing expert technical assistance to clients using VyOS networking solutions. This role involves troubleshooting complex network issues, validating client concerns through functional and performance testing, and maintaining comprehensive support documentation. TheNetwork Support Engineer will collaborate closely with internal teams to escalate critical cases, enhance support workflows, and contribute to the continuous improvement of VyOS products and services.

Responsibilities

• Serve as the primary point of contact for handling client-reported issues, ensuring efficient communication and resolution.
• Monitor and follow up on escalated issues, ensuring timely responses and satisfactory outcomes for all involved parties.
• Document all client interactions, technical findings, and resolutions in the ticketing system to ensure accurate case history and knowledge sharing.
• Perform functional, regression, and performance testing to replicate and analyze client-reported issues and validate potential fixes.
• Create PoC configurations and setups to address specific client needs, documenting implementation and testing results for validation.
• Assist clients in configuring and optimizing VyOS deployments, providing tailored advice to meet their specific networking needs.
• Conduct initial debugging and troubleshooting, utilizing tools such as tcpdump, Wireshark, and system logs to identify root causes of issues.
• Develop simple scripts, patches, or configurations as required to resolve client-reported issues or support client-specific use cases.
• Collaborate with internal teams, including developers and network engineers, to facilitate the resolution of complex or escalated issues.
• Conduct root cause analysis for critical incidents reported by clients, delivering detailed reports to internal stakeholders for resolution or improvement.
• Provide detailed and structured feedback to internal teams on recurring client issues, suggesting improvements in features or usability.
• Maintain a comprehensive support knowledge base, including troubleshooting guides, known issues, and best practices for resolving common problems.
• Test and validate feature updates, bug fixes, or patches before delivering them to clients to ensure they meet client-specific requirements.
• Propose enhancements to support workflows, tools, and processes to streamline ticket handling and improve client satisfaction.

Requirements

Skills

• Proficiency in networking protocols (e.g., TCP/IP, BGP, OSPF, VPN, Firewalling, NAT).
• Hands-on experience with Linux-based networking solutions, preferably VyOS.
• Strong troubleshooting skills using tools like tcpdump, Wireshark, and system logs.
• Familiarity with functional, regression, and performance testing methods.
• Cloud knowledge: AWS, Azure and/or GCP
• Tools like Ansible and Terraform
• Experience with scripting (Bash, Python, or similar) for automation and configuration tasks.
• Strong knowledge of Linux-based OS as administrator.
• Knowledge of support ticketing systems and documentation best practices.

Experience

• 3+years of experience in network support, technical support, or a similar role.
• Previous experience working with VyOS or other open-source networking solutions is a plus.
• Experience in diagnosing and resolving complex network issues in production environments.
• Exposure to cloud networking and virtualization technologies is desirable.

Work Conditions and Compensation

Fully Remote Work:This 100% remote position allows you to work anywhere.

Flexible Work Schedule:We offer a flexible work schedule that allows you to manage your time while ensuring effective collaboration across our globally distributed teams. The official workday starts between 8 AM and 11 AM (employee local time) and ends between 5 PM and 8 PM (employee local time). While flexibility is encouraged, occasional work outside typical hours may be required to align with colleagues in different time zones. Open communication and availability for cross-time-zone meetings are essential for seamless teamwork.

Time Tracking:Employees are required to use time tracker software to monitor working hours and productivity.

Vacation:Enjoy 20 days of annual paid vacation

National Holidays:You are entitled to up to 10 days of paid leave for recognized national holidays.

Sick Leave:is provided in accordance with company policy

About VyOS Networks

VyOS Networks is a company dedicated to creating cutting-edge, open-source network solutions that empower organizations to manage their networks with flexibility and control. As the company behind the VyOS network operating system, we are committed to delivering a robust, scalable, and secure platform that meets the diverse needs of businesses, service providers, and network professionals worldwide.

At VyOS Networks, our work goes beyond just providing technology - we're shaping the future of networking with a global, community-driven project. We foster an environment where talented individuals come together to solve complex networking challenges, while continuously improving both our products and ourselves.

Our Mission

Powering a connected world, engineering for the future.

We believe that the future of networking lies in open collaboration, continuous innovation, and delivering solutions that keep the world connected efficiently and securely.

Our Core Values

Our values define who we are as a team and how we approach our work every day:

• Respect: We believe in fostering a respectful environment where we value each other's perspectives and contributions. We maintain a deep respect for our colleagues, our open-source community, and our clients, ensuring that all interactions are guided by understanding, professionalism, and empathy.
• Responsibility: Trust is the foundation of our success. We hold ourselves to the highest standards of honesty, dependability, and accountability. Whether delivering on a commitment to a client or collaborating with a team member, we take responsibility for our actions and their impact.
• Improvement: We are driven by a relentless desire to improve - ourselves, our products, and the world of networking. Continuous learning, innovation, and refining our processes are key to pushing the boundaries of what's possible.
• Contentment:
• At VyOS Networks, we believe that work should inspire and fulfill. We create an environment where people are excited to collaborate, share ideas, and find joy in solving real-world problems. We aim to inspire others while finding inspiration in the work we do.

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionInformation Technology
• IndustriesComputer Networking Products

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