Network Support Engineer (ControlOne)

About Us:

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.

Here's a closer look at this key role:

As a Network Support Engineer for Cytracom, your mission is to provide expert technical support for our suite of products, with a primary focus on the ControlOne SASE solution. Your role is crucial in ensuring high customer satisfaction and reducing churn by addressing complex network-related issues and supporting our Support and Customer Experience teams. Your primary responsibility will be to provide expert technical support for the ControlOne platform, addressing issues related to customer network configuration, ZTNA, and compliance enforcement. You will identify, troubleshoot, and resolve customer issues related to ControlOne services and physical equipment, switches, routers, firewalls, ISPs, and other client network configurations.

Responsibilities:

• Troubleshoot and solve tickets using Zendesk: Prioritize tickets based on severity and customer impact.
• Daily multitasking and prioritizing of outbound calls, queue calls, and tickets: Demonstrate effective time management.
• Communicate clearly and efficiently: Maintain professional and clear communication with customers, partners, third-party vendors, ISPs, team members, and teams across the organization.
• Working knowledge of all Cytracom products and integrations: Be proficient in setting up, troubleshooting, and resolving basic to intermediate issues within the Cytracom product base and integrations.
• Escalate tickets timely: Follow escalation protocols to hand off to engineering if necessary based on ticket severity.
• Triage and follow escalation processes: Ensure proper request assistance or hand-off to appropriate teams as necessary.
• Become a product expert: Be a technical guru and inform the team and cross-team members on all Cytracom products and integrations.

Requirements:

• BLF Monitoring and Troubleshooting: Actively monitor and troubleshoot BLF issues to ensure accurate status indicators across the network.
• Call Quality Analysis and Resolution: Identify and resolve call quality issues, including static, one-way audio, and call drops, by analyzing factors such as jitter, latency, and packet loss.
• ISP Coordination: Collaborate with Internet Service Providers to resolve connectivity and bandwidth issues impacting VoIP services.
• Comprehensive Network Assessments: Conduct detailed network assessments during UCaaS onboarding, covering bandwidth tests, firewall configurations, and QoS settings.
• Escalation Management: Manage escalations effectively in cases of prolonged issue resolution times or critical customer feedback, ensuring prompt and appropriate responses.
• On-Call Availability: Participate in the on-call rotation and be available for after-hours support as needed.
• Product and Integration Support: Offer comprehensive support for the entire range of Cytracom products and their integrations, ensuring seamless functionality.

Attributes:

• Self-Managed: Proactively takes ownership of tasks and projects, effectively prioritizing and managing time without requiring constant supervision.
• Self-Disciplined: Demonstrates consistent focus and dedication to completing tasks efficiently, maintaining a high level of productivity and reliability.
• Collaborative Team Player: Actively contributes to team efforts, fostering a cooperative and supportive environment to achieve common goals.
• Detail-oriented: Pays meticulous attention to detail, ensuring accuracy and thoroughness in all aspects of work to maintain high-quality standards.
• Inquisitive Nature: Displays a natural curiosity and eagerness to learn, continually seeking out new knowledge and innovative solutions to improve performance.
• Commitment to Excellence: Strives for excellence in all endeavors, consistently aiming to exceed expectations and deliver superior results.

Our Benefits:

• Medical, dental, and vision insurance is available
• 401K
• Disability and Life insurance
• Paid vacations and holidays
• Flexible PTO policy
• Casual, laid-back work environment
• Free refreshments
• Standing desks

Cytracom, LLC is an Equal Opportunity Employer and supports a diverse, inclusive work environment. All qualified applicants will receive consideration for employment without regard to protected characteristics, including race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity or age.