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.Duties & Responsibilities:Provide Tier 1 and Tier 2 network support by opening, troubleshooting, and resolving customer and internal ticketsDiagnose and resolve network issues including congestion, routing changes, hardware failures, and vendor related incidentsConfigure, provision, and maintain top-of-rack switches, core Layer 3 switches/routers, and SDN servicesMonitor network infrastructure, respond to alerts, and ensure issues are addressed within defined SLAsMaintain the integrity, reliability, and performance of Zenlayer’s global networkCreate, update, and improve network support documentation, procedures, and operational processesParticipate in on call rotations and provide after-hours and weekend support as neededCollaborate with internal teams to plan, research, and design resilient network architectures for IT projectsTrack, escalate, and manage incidents to resolution while providing clear and timely communication to customers Required Qualifications:Minimum 3 years of hands-on networking experienceCurrent CCNA certification or equivalent practical experienceStrong understanding of networking fundamentals including TCP/IP, routing, switching, STP, VLAN/VXLAN, and firewallsExperience working with Juniper EX, Centec, and Cisco switchesBackground supporting customer environments in a helpdesk or NOC-style support roleExcellent customer service skills with the ability to communicate technical concepts clearly and professionallyExceptional attention to detail, including documentation and written communicationAbility to troubleshoot complex technical issues under pressure in a fast-paced environmentStrong multitasking, prioritization, and time-management skillsSelf-motivated, team-oriented, and able to work independently with minimal supervisionAvailability to work nights and weekends as part of on-call rotationWorking knowledge of Microsoft Office SuiteFamiliarity with SDN technologies (e.g., OpenFlow) is a plusMandarin bilingual proficiency is requiredAbout ZenlayerZenlayer is the first massively distributed edge cloud provider, operating 290+ Points of Presence across 70+ countries. With accolades including PTC “Best Networking Innovation”, “Outstanding Cloud, Data Center, or Interconnection Company”, and Inc. 5000, we enable businesses to deploy and run applications at the edge, thus reducing network latency to the end user. Zenlayer focuses on improving connections worldwide, all while nurturing a unique company culture that values service, growth, and trust. As a “Zenplayer”, you’ll be joining a community of success-driven team players that share the dream of powering a better-connected world.