Network Support Engineer - ControlOne

Cytracom delivers infrastructure software purpose-built to empower managed service providers (MSPs) and IT professionals (ITSPs) with cloud solutions that connect and secure both traditional and hybrid workforces. Our secure access service edge (SASE) solution provides identity-based network security and connectivity within a single platform that enables businesses to deploy zero-trust networks, enforce compliance and eliminate traditional firewalls and VPNs. Our unified communications suite (UCaaS) uniquely aligns with the operating needs of MSPs and enables their customers to experience seamless communication and collaboration regardless of physical location.

The role is to deliver clear and effective technical support for ControlOne and network–related issues. You’ll partner closely with Application Support Engineers and the Experience team to resolve escalations, strengthen customer relationships, and help drive long-term satisfaction and retention. You would be responsible for advanced troubleshooting across hardware, systems, the ControlOne platform, and network/ISP connectivity. You’ll collaborate with third-party vendors when needed, perform remote diagnostics, and work through issues involving firewalls, switches, routing, and other network components. Tier 2 Network Engineers play a crucial role in ensuring a reliable and secure customer experience, while participating in the on-call rotation to support business continuity.