Technical Support Specialist II (Remote US) - 2nd shift 10AM - 7:00 PM Mon-Fri

Ventus is an entity within Digi, a Business Unit that’s an industry leader in IT networking innovations, leveraging technology to produce market-driving network solutions. Operating from over 20 years of experience and delivering secure enterprise class networks, Ventus develops cellular wireless and fixed line SD-WAN, Hybrid WAN, and Cellular WAN solutions for an expanding array of business connectivity applications.Position Technical Support Administrator II - this is a 10am-7pm EST Monday - Friday shift - (Training for the first 3-6 months will be M-F 9-6 pm EST)What We Offer (Paragraph/Overview)We provide an exciting opportunity for a dedicated professional to join our remote technical support team. You’ll leverage your network troubleshooting expertise and communication skills in a fast-paced, customer focused environment. This role not only allows flexibility of working from home but also offers a supportive and dynamic work culture. We equip you with the necessary tools, and we highly value your adaptability, attention to detail, and contribution. Make us part of your journey today.What You Will DoProvide Level 2 technical support in a fast-paced contact center environment, handling inbound customer and partner contacts via voice and digital channelsMonitor network and system health using alerting and event-management platforms (e.g., SolarWinds, LogicMonitor, Auvik, Zabbix, etc.), respond to alarms, perform initial triage, and drive incidents to resolution or escalationPerform remote diagnostics, troubleshooting, and reconfiguration for cellular and wireline gateways/routers using proprietary and standard troubleshooting toolsTroubleshoot network issues across OSI layers 1–6, including the use of Linux command-line tooling for network diagnosis (required)Analyze Linux logs (e.g., kernel and messages, etc.) and perform packet capture troubleshooting using tools such as tcpdump and Wireshark; document findings and recommended actions (required)Coordinate troubleshooting efforts with field services technicians, customers, channel partners, and internal contacts; escalate issues to senior support/leadership when appropriateSupport vendor/customer installations of managed equipment and servicesMaintain thorough, accurate documentation of customer interactions and technical work in ticketing and related systemsMeet performance expectations and key performance indicators (KPIs) in partnership with leadershipUse company-supplied equipment (Windows laptop, headset, and peripherals) to perform daily workWho You Are And What You BringProfessional, customer-first approach with strong and recognized customer service and interpersonal skillsWilling and able to leverage AI-assisted tools (e.g., for knowledge lookup, documentation, and troubleshooting support) while following company guidelines and maintaining data/privacy standardsExcellent written and verbal communication, with strong documentation habitsSelf-starter mentality with strong ownership, follow-through, and the ability to prioritize in a shifting environmentDetail-oriented, efficient, and capable of logical/critical thinking to isolate root cause and drive resolution2+ years of technical support and/or call center experience in Tier I/Tier II roles (1+ year is a plus)Experience providing Level 2 (or higher) support to channel partners and resellers (preferred/strong plus)Required technical support experience/knowledge:Troubleshooting aligned to the OSI model (Physical through Presentation layers)IPv4 and subnettingStrong proficiency in a Linux command-line environment for network troubleshootingLog review (Linux and Cisco IOS environments), and packet capture experience using tcpdump (or equivalent)Linux firewalling, including the ability to view and interpret rulesets in iptables/nftables to validate allowed/blocked traffic and assist in root-cause analysisNAT troubleshooting, including interpreting port forwarding behavior, and isolating common issues such as asymmetric routingReliable broadband internet connectionFlexible shift availability—may include weekends, non-standard days/hours (1st, 2nd, or 3rd shift), and holidaysDesired But Not RequiredCellular troubleshooting experienceWi-Fi troubleshooting and diagnosisCisco IOS network troubleshooting and familiarity with routing protocols such as BGP and OSPFAbility to diagnose common Phase 1 and Phase 2 IKE/IPsec issuesExperience with Digi router hardware, Digi Remote Manager and/or the Digi DAL platformPlease note that we are unable to provide visa sponsorship for this position. This includes, but is not limited to, work visas, employment-based visas, or residency sponsorship. Candidates must have valid work authorization in the United States at the time of application. Visa applications of any kind will not be considered.Digi International offers a distinctive Total Rewards package including a short-term incentive program, new hire stock award, paid parental leave, PTO, and hybrid work environment in addition to our competitive medical, health & wellbeing and compensation offerings.The anticipated base pay range for this position is $26.03/hr – $26.92/hr. Pay ranges are determined by role, job level and primary job location. The range displayed reflects the reasonable range we anticipate paying for this position and reflects the cost of labor within several U.S. geographic markets. The specific salary offered within the range will depend on various factors including, but not limited to the candidate’s relevant and prior experience, education, skills, and primary work location. It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each position. Pay ranges are typically reviewed and updated annually.At Digi, we embrace diversity and inclusion among our teammates. It is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. We are committed to providing an environment of respect where equal employment opportunities are available to all applicants and teammates.