Support Engineer

About The Role: Support Engineer at Pavago

Pavago is seeking a proactive and technically strong Support Engineer to provide essential support for both customer-facing troubleshooting and critical backend network operations within a dynamic Internet Service Provider (ISP) environment. This full-time, remote position, operating during U.S. hours, offers a unique blend of responsive customer support and hands-on network configuration, monitoring, and infrastructure expansion. The ideal candidate will be curious, solutions-driven, and equally comfortable with effective communication and precise technical execution.

What You’ll Own

Customer Support & Troubleshooting

• Respond promptly and professionally to customer calls and emails.
• Diagnose and resolve connectivity and network-related issues efficiently.
• Document all customer interactions and resolution steps thoroughly.
• Participate in a rotating after-hours emergency support schedule (approximately one week per month).
• Occasionally consult with business clients to develop tailored connectivity solutions.

Network Operations & Maintenance

• Monitor and maintain core and customer network infrastructure to ensure optimal performance.
• Troubleshoot escalated technical issues, identifying root causes and implementing lasting solutions.
• Provision new customer connections, ensuring seamless service activation.
• Configure routers and firewalls, perform necessary upgrades, and maintain robust network security.
• Support network expansion projects, including new tower builds and backhaul deployments.
• Maintain accurate and up-to-date system and infrastructure documentation.

Team Collaboration

• Work closely with internal teams to resolve complex technical challenges and foster a collaborative environment.
• Actively contribute to initiatives focused on service reliability and network optimization.

Must-Have Experience & Skills

• Strong communication skills, both written and verbal, coupled with a proactive attitude.
• Demonstrated problem-solving ability and a genuine eagerness to learn new technologies.
• Relevant technical support experience that extends beyond basic helpdesk tasks.
• Strong analytical thinking and advanced troubleshooting capabilities.
• Ability to work independently and effectively in a remote professional environment.
• Strong organizational skills and meticulous attention to detail.

Nice-to-Have Qualifications

• Prior experience working within an ISP or Enterprise Service Provider environment.
• Solid familiarity with various networking technologies and core networking principles.
• A degree in Computer Science, Information Technology, or a related technical field is preferred but not strictly required.

Technical Environment

As a Support Engineer at Pavago, you will gain exposure to and work across a modern ISP infrastructure, including:

• SD-WAN & Link Bonding: Utilizing Peplink (SpeedFusion, InControl2) for bonding Starlink, 5G, and terrestrial connections.
• Fixed Wireless Deployments (PMP/PTP): Working with Cambium and Ubiquiti for point-to-multipoint and point-to-point networks.
• High-Capacity Backhaul Systems: Engaging with Siklu (mmWave) and Aviat technologies.
• Enterprise Wi-Fi Management: Managing Cambium (cnMaestro) and Ubiquiti (UniFi) environments.
• Routing & Network Protocols: Configuring MikroTik (RouterOS), BGP, OSPF, and VLANs.
• VoIP Support: Performing SIP troubleshooting and implementing QoS for voice traffic prioritization.

Key Metrics for Success

• Achieve fast and accurate resolution of support tickets.
• Maintain high network uptime and reliability standards.
• Ensure successful provisioning and configuration of new customer connections.
• Provide accurate documentation of all network changes and troubleshooting actions.
• Attain strong customer satisfaction with minimal repeat escalations.

Key skills/competency

• Network Troubleshooting
• Customer Support
• Network Operations
• ISP Environment
• Peplink
• MikroTik RouterOS
• BGP/OSPF
• VLANs
• VoIP/SIP
• Documentation