ISP Network Support Engineer

TL;DR

ISP Network Support Engineer (ISP/WISP): Support customer-facing troubleshooting and production network operations within a growing multi-WAN ISP environment with an accent on configuring routers, troubleshooting bonded links, wireless backhaul, and high-availability systems across fiber, fixed wireless, and SD-WAN. Focus on diagnosing connectivity issues, BGP/OSPF routing problems, and provisioning new customer connections.

Location: Remote (U.S. Hours)

Company

Growing multi-WAN ISP delivering fiber, fixed wireless, and SD-WAN connectivity solutions.

What you will do

• Respond to customer issues with connectivity, performance, bonded WAN, wireless links, VoIP, and routing.
• Troubleshoot and configure CPE devices, routers, firewalls in live production.
• Monitor and maintain core infrastructure including wireless backhaul, edge routing, and provisioning new connections.
• Handle BGP/OSPF issues, link failover, firmware upgrades, and network documentation.
• Collaborate with engineering and field teams on complex issues and contribute to uptime improvements.
• Participate in rotating after-hours emergency support (1 week per month).

Requirements

• Hands-on experience in ISP, WISP, FTTH, or managed service provider environments.
• Strong troubleshooting across routing, switching, WAN connectivity.
• Experience configuring routers and firewalls in production.
• Solid TCP/IP, VLANs, NAT, VPNs, QoS knowledge.
• BGP and/or OSPF experience.
• Comfortable with technical troubleshooting and customer communication in remote setup.

Nice to have

• Peplink (SpeedFusion, InControl2) in multi-WAN/bonded environments.
• MikroTik RouterOS.
• Fixed wireless (PTP/PMP) with Cambium or Ubiquiti.
• mmWave backhaul (Siklu, Aviat).
• Starlink or hybrid WAN deployments.
• VoIP troubleshooting (SIP, QoS).

Culture & Benefits

• Work independently in a remote environment with strong documentation focus.
• Rotating after-hours support schedule.
• Collaborative team environment with engineering and field support.

Hiring process

• Initial Screening Call.
• Technical Interview.
• Practical Troubleshooting Scenario.
• Final Interview.
• Offer & Onboarding.