L2/L3 Network Technical Support Engineer – Broadband

Provide post-launch L2/L3 broadband network support for a production network, diagnosing complex connectivity and performance issues end to end.

Responsibilities

• Deliver L2/L3 technical support for production broadband network issues after service launch
• Troubleshoot complex incidents impacting customer connectivity and service quality, including service degradation, packet loss, latency, routing, reachability, and network performance
• Analyze problems across the network stack to determine whether the cause is in access, aggregation, transport, IP, routing, service, or the customer-premises domain
• Perform detailed fault isolation to identify contributing elements such as network element, interface, route, configuration, protocol, or service component
• Troubleshoot Layer 2 technologies including VLANs, QinQ, Ethernet, ARP, MAC learning, STP, and related access and aggregation technologies
• Troubleshoot Layer 3 technologies including IPv4/IPv6, BGP, OSPF/IS-IS, routing policies, VRFs, DHCP, DNS, NAT, and IP connectivity
• Use packet captures and network signals such as logs, alarms, counters, routing tables, interface statistics, and telemetry to isolate root causes
• Conduct hands-on troubleshooting using CLI and network management or monitoring tools
• Validate suspected issues by testing network paths, interfaces, routes, configurations, and service dependencies
• Support subscriber connectivity and service troubleshooting, including DHCP/IP assignment, authentication, routing, DNS, CGNAT, and Internet reachability as applicable to the network architecture
• Correlate customer-impacting symptoms with network-level events and infrastructure faults
• Own or contribute to resolution of complex production L2/L3 incidents
• Partner with NOC teams for investigation of incidents that cannot be resolved through standard operational procedures
• Determine escalation paths and engage network engineering, architecture, vendor partners, or other technical teams when needed
• Drive incidents toward resolution rather than escalating without progress
• Conduct root-cause analysis for recurring or high-impact network problems
• Develop and document troubleshooting procedures, known-error articles, and operational runbooks
• Identify improvements to monitoring, alarms, automation, and operational processes based on recurring issues
• Support post-incident reviews and provide technical recommendations to prevent recurrence
• Collaborate with network engineering on complex production issues and configuration changes
• Validate network changes and troubleshoot after software upgrades, configuration updates, migrations, or new service launches
• Support troubleshooting across routers, switches, broadband access equipment, aggregation devices, and IP infrastructure
• Work with technology and equipment vendors to investigate hardware, software, protocol, and interoperability issues
• Provide technical input toward network design improvements based on production support experience
• Participate in planned maintenance and change activities when required
• Support troubleshooting during critical incidents and service-impacting events

Requirements

• Strong hands-on experience troubleshooting Layer 2 and Layer 3 networks in a production environment
• Strong understanding of TCP/IP, Ethernet, VLANs, ARP, DHCP, DNS, IPv4/IPv6, routing, and IP connectivity
• Experience troubleshooting routing protocols including BGP and OSPF/IS-IS
• Experience with VRFs, routing policies, NAT/CGNAT, QoS, and IP service delivery
• Ability to use network device CLI to investigate configuration and operational state
• Strong understanding of packet flows and ability to trace a problem hop-by-hop through the network
• Experience using packet capture and analysis tools such as Wireshark and tcpdump
• Experience interpreting monitoring data including logs, alarms, interface counters, routing tables, and telemetry
• Ability to distinguish between customer/device issues, access-network issues, transport issues, IP/routing issues, and application/service issues
• Strong analytical and problem-solving skills with the ability to move from symptoms to root cause

Technologies

• CLI, Wireshark, tcpdump
• Python, Ansible
• TCP/IP, Ethernet
• VLANs, QinQ, ARP, MAC learning, STP
• IPv4, IPv6
• BGP, OSPF/IS-IS
• VRFs, DHCP, DNS, NAT, CGNAT
• QoS
• GPON/XGS-PON, OLT/ONT
• BNG/BRAS
• RADIUS/AAA
• MPLS/Segment Routing, MPLS, Segment Routing
• Network monitoring and service assurance platforms

Broadband Experience

• Broadband service provider experience is strongly preferred
• Exposure to Fiber/FTTH and PON technologies such as GPON/XGS-PON, including OLT/ONT
• Experience with broadband access and aggregation networks, BNG/BRAS
• Experience with DHCP and IP address management, RADIUS/AAA, and CGNAT
• Experience with broadband subscriber management
• Experience with VLAN/QinQ and MPLS/Segment Routing where applicable
• Exposure to IPv6 and dual-stack broadband and DNS
• Experience with network monitoring and service assurance platforms

Desired Experience

• 5+ years of experience in network engineering, network operations, or technical support
• Experience supporting large-scale production IP/broadband networks
• Experience working in a 24x7 operational environment supporting critical incidents
• Experience troubleshooting multi-vendor network environments
• Network automation or scripting experience using Python, Ansible, or similar technologies is a plus
• Experience with network telemetry, observability, and service assurance platforms is a plus
• Relevant networking certifications such as CCNA/CCNP, JNCIA/JNCIP, or equivalent practical experience are desirable

Location / Type / Pay / Work Authorization

• Location: Redmond, WA (Onsite 5 days per week)
• Type: W-2 Contract
• Pay Rate: $70-$75 per hour
• Work Authorization: U.S. Citizen or Green Card