Network Support Engineer

Network Support Engineer Location: San Francisco, California (Hybrid) Role Overview We are seeking an experienced network support engineer to act as a point of escalation for our B2B clients. In this role, you will be responsible for troubleshooting and resolving complex network issues. You will act as a trusted technical adviser to customers, guiding them through remediation steps or helping determine if an issue needs to be escalated to our internal engineering and product teams. Customer support experience is critical for this position. Key Responsibilities Support customer calls to solution issues with the software platform. Join live customer calls to diagnose and resolve complex networking and connectivity issues (routing, firewall, NAT/port-mapping, VPN, DNS, etc.). Determine root cause: customer environment, misconfiguration, or potential product limitation/bug. Coach and guide customers through configuration changes or remediation steps. Triage issues and decide when to escalation to internal product/engineering teams, providing detailed diagnostics. Maintain communication with technical and non-technical stakeholders. Document tickets, resolutions, and recurring problems in ticketing or CRM systems. Identify patterns or recurring issues and provide feedback to internal teams. Participate in an on-call rotation for urgent or after-hours customer escalations. Required Qualifications Experience: 5+ years of hands‑on experience in network engineering, support, or operations. This role requires a networking generalist, as specific routing/switching experiences vary by client. Experience troubleshooting in a customer‑facing or support context for B2B or enterprise customers is required. Technical Skills: Proficiency with Linux Command Lines is a requirement. Deep knowledge of networking fundamentals is also needed, including TCP/IP, OSI model, routing, firewall/NAT, VPNs, DNS, and subnetting. Familiarity with common enterprise network and security equipment (firewalls, VPN gateways, NAT routers, load balancers) is expected. Skill in gathering logs, analyzing packet captures (Wireshark or similar), and summarizing findings is necessary. Preferred Qualifications Certifications such as CCNA, CCNP, or equivalent. Experience with cloud‑networking (AWS/Azure/GCP), hybrid enterprise setups, or multi‑tenant B2B connectivity. Familiarity with security, compliance, or firewall configurations at an enterprise scale. Scripting or automation experience (e.g., to parse logs, automate diagnostics). Experience with Python and Ansible. Benefits Overview Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on‑demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide. Equal Opportunity Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, etc. If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at View email address on click.appcast.io or View phone number on click.appcast.io. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered. #J-18808-Ljbffr