Digi International
Job Description:• Provide Level 2 technical support in a fast-paced contact center environment, handling inbound customer and partner contacts via voice and digital channels• Monitor 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 escalation• Perform remote diagnostics, troubleshooting, and reconfiguration for cellular and wireline gateways/routers using proprietary and standard troubleshooting tools• Troubleshoot 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 appropriate• Support vendor/customer installations of managed equipment and services• Maintain thorough, accurate documentation of customer interactions and technical work in ticketing and related systems• Meet performance expectations and key performance indicators (KPIs) in partnership with leadership• Use company-supplied equipment (Windows laptop, headset, and peripherals) to perform daily workRequirements:• 2+ years of technical support and/or call center experience in Tier I/Tier II roles• Experience providing Level 2 (or higher) support to channel partners and resellers (preferred/strong plus)• Strong proficiency in a Linux command-line environment for network troubleshooting• Troubleshooting aligned to the OSI model (Physical through Presentation layers)• IPv4 and subnetting• Log 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 analysis• NAT troubleshooting, including interpreting port forwarding behavior, and isolating common issues such as asymmetric routing• Reliable broadband internet connection• Flexible shift availability—may include weekends, non-standard days/hours (1st, 2nd, or 3rd shift), and holidaysBenefits:• Short-term incentive program• New hire stock award• Paid parental leave• PTO• Hybrid work environment• Competitive medical, health & wellbeing compensation offerings