Network Support Engineer

Zenlayer is seeking a customer service oriented Network Support Engineer to join our Global Customer Support Center (GCSC) team.

In this role, you will be on the front lines of supporting Zenlayer’s global network and SDN services, ensuring fast, accurate resolution of customer issues while maintaining high availability across our infrastructure.

This position is based out of our Diamond Bar office and follows a hybrid work schedule.

• 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

• 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