Support Engineer at Pavago

, , Colombia -

Full Time

Start Date

Immediate

Expiry Date

17 May, 26

Salary

0.0

Posted On

16 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Communication, Troubleshooting, Network Configuration, Monitoring, Infrastructure Expansion, BGP, OSPF, VLAN Configuration, SIP Troubleshooting, QoS Implementation, SD-WAN, Link Bonding, Fixed Wireless Deployments, Backhaul Systems, Wi-Fi Management, Analytical Thinking

Industry

Staffing and Recruiting

Description

Job Title: Support Engineer Position Type: Full-Time, Remote Working Hours: U.S. Hours About the Role We’re hiring a proactive and technically strong Support Engineer to support both customer-facing troubleshooting and backend network operations within a growing ISP environment. This role blends responsive customer support with hands-on network configuration, monitoring, and infrastructure expansion. The ideal candidate is curious, solutions-driven, and comfortable working across both communication and technical execution. What You’ll OwnCustomer Support & Troubleshooting Respond promptly and professionally to customer calls and emails. Diagnose and resolve connectivity and network-related issues. Document all interactions and resolutions thoroughly. Participate in a rotating after-hours emergency support schedule (1 week per month). Occasionally consult with business clients on tailored connectivity solutions. Network Operations & Maintenance Monitor and maintain core and customer network infrastructure. Troubleshoot escalated technical issues. Provision new customer connections. Configure routers and firewalls, perform upgrades, and maintain network security. Support expansion projects including tower builds and backhaul deployments. Maintain accurate system and infrastructure documentation. Team Collaboration Work closely with internal teams to resolve complex technical challenges. Contribute to service reliability and network optimization initiatives. Must-Have Experience & Skills Strong communication skills with a proactive attitude. Demonstrated problem-solving ability and eagerness to learn. Relevant technical support experience beyond basic helpdesk tasks. Strong analytical thinking and troubleshooting skills. Ability to work independently in a remote environment. Strong organizational skills and attention to detail. Nice-to-Have Experience working in an ISP or Enterprise Service Provider environment. Familiarity with networking technologies and principles. Degree in Computer Science, IT, or related field (preferred but not required). Technical Environment You will be working across a modern ISP infrastructure that includes: SD-WAN & Link Bonding: Peplink (SpeedFusion, InControl2) for bonding Starlink, 5G, and terrestrial connections. Fixed Wireless Deployments (PMP/PTP): Cambium and Ubiquiti for point-to-multipoint and point-to-point networks. High-Capacity Backhaul Systems: Siklu (mmWave) and Aviat technologies. Enterprise Wi-Fi Management: Cambium (cnMaestro) and Ubiquiti (UniFi) environments. Routing & Network Protocols: MikroTik (RouterOS), BGP, OSPF, VLAN configuration. VoIP Support: SIP troubleshooting and QoS implementation for voice traffic prioritization. Key Metrics for Success Fast and accurate resolution of support tickets. High network uptime and reliability. Successful provisioning and configuration of new customer connections. Accurate documentation of network changes and troubleshooting actions. Strong customer satisfaction with minimal repeat escalations. Interview Process Initial Screening Call Technical Interview Practical Troubleshooting Scenario Final Interview Offer & Onboarding #LI-AG1

Responsibilities

This role involves providing responsive customer support by diagnosing and resolving network connectivity issues, while also handling backend network operations including monitoring, maintenance, and expansion of core infrastructure.