ISP Network Support Engineer (Remote)
Location: Costa Rica, Mexico, Colombia
Department: Candidate Sourcing
Workplace: remote
Description
Job Title: ISP Network Support Engineer
Position Type: Full-Time, Remote
Working Hours: U.S. Hours
About the Role
We’re hiring a technically strong and proactive ISP Network Support Engineer to support both customer-facing troubleshooting and production network operations within a growing multi-WAN ISP environment.
This is not a basic helpdesk role. You will work directly with live network infrastructure — configuring routers, troubleshooting bonded links, supporting wireless backhaul, and maintaining high-availability systems across fiber, fixed wireless, and SD-WAN deployments.
The ideal candidate has hands-on experience in ISP, WISP, FTTH, or managed service provider environments and is comfortable balancing customer communication with deep technical execution.
What You’ll Own
Customer Support & Troubleshooting
- Respond promptly and professionally to customer calls and emails related to connectivity and performance.
- Diagnose and resolve issues involving bonded WAN connections, wireless links, VoIP quality, and routing misconfigurations.
- Troubleshoot CPE devices, routers, and firewalls in live production environments.
- Document troubleshooting steps, root cause analysis, and configuration changes accurately.
- Participate in a rotating after-hours emergency support schedule (1 week per month).
- Consult with business clients on connectivity optimization and redundancy strategies when needed.
Network Operations & Maintenance
- Monitor and maintain core ISP infrastructure, including wireless backhaul, bonded WAN links, and edge routing devices.
- Provision and configure new customer connections (router configuration, VLANs, firewall rules, QoS policies).
- Troubleshoot BGP/OSPF routing issues and link failover events.
- Configure and maintain MikroTik and Peplink devices in production.
- Support tower deployments, backhaul upgrades, and infrastructure expansion projects.
- Assist with firmware upgrades, configuration backups, and network hardening.
- Maintain accurate network diagrams, IP addressing documentation, and system records.
Team Collaboration
- Work closely with internal engineering and field teams to resolve complex network issues.
- Escalate critical infrastructure issues appropriately while maintaining ownership.
- Contribute to improving uptime, redundancy, and network optimization.
- Share documentation and operational insights to improve team knowledge.
Must-Have Experience & Skills
- Hands-on experience in an ISP, WISP, FTTH, or managed service provider environment.
- Strong troubleshooting skills across routing, switching, and WAN connectivity.
- Experience configuring routers and firewalls in production environments.
- Solid understanding of TCP/IP, VLANs, NAT, VPNs, and QoS.
- Experience working with BGP and/or OSPF.
- Comfortable supporting both technical troubleshooting and customer communication.
- Ability to work independently in a remote environment with strong documentation discipline.
- Strong analytical and problem-solving mindset.
Strongly Preferred (Highly Relevant Experience)
- Experience with Peplink (SpeedFusion, InControl2) in multi-WAN or bonded link environments.
- Hands-on experience with MikroTik RouterOS.
- Experience with fixed wireless (PTP/PMP) deployments using Cambium or Ubiquiti.
- Familiarity with mmWave backhaul systems (Siklu, Aviat, or similar).
- Experience supporting Starlink or hybrid WAN deployments.
- VoIP troubleshooting experience (SIP, QoS prioritization).
Technical Environment
You will be working across a modern ISP infrastructure that includes:
- SD-WAN & Link Bonding: Peplink (SpeedFusion, InControl2) bonding Starlink, 5G, and terrestrial links.
- Fixed Wireless (PMP/PTP): Cambium and Ubiquiti networks.
- High-Capacity Backhaul: Siklu (mmWave) and Aviat technologies.
- Enterprise Wi-Fi: Cambium (cnMaestro) and Ubiquiti (UniFi).
- Routing & Protocols: MikroTik (RouterOS), BGP, OSPF, VLAN segmentation.
- VoIP: SIP troubleshooting and QoS optimization.
Key Metrics for Success
- Fast, accurate resolution of support tickets.
- High network uptime and minimal service disruption.
- Successful provisioning and configuration of new customer connections.
- Accurate and complete documentation of network changes.
- Reduced repeat escalations and strong customer satisfaction.
Interview Process
- Initial Screening Call
- Technical Interview
- Practical Troubleshooting Scenario
- Final Interview
- Offer & Onboarding
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