Network Support Engineer (Hybrid)

About the role

Zenlayer is looking for a customer‑service‑oriented Network Support Engineer to join its Global Customer Support Center. Based in Diamond Bar, this hybrid role works on the front lines of supporting Zenlayer’s global network and SDN services, ensuring fast, accurate issue resolution and high availability.

Key responsibilities

• Provide Tier 1 and Tier 2 network support by opening, troubleshooting, and resolving customer and internal tickets.
• Diagnose and resolve network issues such as congestion, routing changes, hardware failures, and vendor incidents.
• Configure, provision, and maintain top‑of‑rack switches, core Layer 3 switches/routers, and SDN services.
• Monitor network infrastructure, respond to alerts, and meet defined SLA targets.
• Maintain the integrity, reliability, and performance of Zenlayer’s global network.
• Create and improve network support documentation, procedures, and operational processes.
• Participate in on‑call rotations, providing after‑hours and weekend support as needed.
• Collaborate with internal teams to design resilient network architectures for IT projects.
• Track, escalate, and manage incidents to resolution while communicating clearly with customers.

Required profile

• Minimum 3 years of hands‑on networking experience.
• Current CCNA certification or equivalent practical experience.
• Experience in a help‑desk or NOC‑style support environment.
• Ability to work nights and weekends as part of an on‑call rotation.
• Bilingual proficiency in Mandarin.

Required skills

• Strong understanding of TCP/IP, routing, switching, STP, VLAN/VXLAN, and firewalls.
• Hands‑on experience with Juniper EX, Centec, and Cisco switches.
• Familiarity with SDN technologies such as OpenFlow (a plus).
• Working knowledge of Microsoft Office Suite.
• CCNA certification.