L2/L3 Network Technical Support Engineer - Broadband

Job Description

Job Description

Hi,
We are looking for L2/L3 Network Technical Support Engineer – Broadband
Location: Redmond, WA – Onsite, 5 days per week
Employment Type: Long-term Contract ( W2 only ) 
Work Authorization: US Citizen or Green Card only

Position Overview
We are looking for an experienced L2/L3 Network Technical Support Engineer to support a broadband network following service launch. This position will focus on troubleshooting production network issues across broadband access, aggregation, transport, routing, IP services, and customer connectivity.
The engineer should be comfortable investigating complex network incidents, identifying the affected network domain, analyzing traffic and network behavior, determining root cause, and working with the appropriate technical teams through resolution.
Key Responsibilities
• Provide L2/L3 technical support for production broadband network issues.
• Investigate customer connectivity, latency, packet loss, routing, reachability, and network performance issues.
• Troubleshoot issues across access, aggregation, transport, IP, routing, service, and customer-premises domains.
• Identify the network device, interface, route, configuration, protocol, or service component associated with an incident.
• Troubleshoot Layer 2 technologies including VLANs, QinQ, Ethernet, ARP, MAC learning, and STP.
• Troubleshoot Layer 3 technologies including IPv4/IPv6, BGP, OSPF/IS-IS, VRFs, routing policies, DHCP, DNS, and NAT.
• Analyze packet captures, network logs, alarms, interface counters, routing tables, and monitoring data.
• Use network device CLI and monitoring tools to investigate network conditions and validate findings.
• Troubleshoot broadband subscriber connectivity, including DHCP/IP assignment, authentication, DNS, CGNAT, routing, and Internet reachability.
• Correlate customer-impacting issues with network events and infrastructure conditions.
• Work with NOC, network engineering, operations, architecture, service assurance, and vendor teams to resolve complex incidents.
• Participate in root-cause analysis for recurring or high-impact network problems.
• Document troubleshooting procedures, known issues, and operational runbooks.
• Support network changes, upgrades, migrations, maintenance activities, and new service launches.
• Provide technical recommendations to improve network stability and operational processes.
Required Technical Experience
• 5+ years of experience in network engineering, network operations, or technical support.
• Strong hands-on experience troubleshooting L2/L3 networks in a production environment.
• Good understanding of TCP/IP, Ethernet, VLANs, ARP, DHCP, DNS, IPv4/IPv6, routing, and IP connectivity.
• Experience troubleshooting BGP and OSPF/IS-IS.
• Experience with VRFs, routing policies, NAT/CGNAT, QoS, and IP service delivery.
• Strong understanding of packet flow and hop-by-hop network troubleshooting.
• Experience using network device CLI for configuration and operational troubleshooting.
• Experience with packet capture and analysis tools such as Wireshark or tcpdump.
• Ability to interpret logs, alarms, interface statistics, routing tables, counters, and network monitoring information.
• Strong analytical and troubleshooting skills with the ability to identify root cause rather than simply escalate an issue.
• Experience working with multiple technical teams and network vendors.
Broadband Experience
Experience in a broadband or service provider environment is preferred.
Exposure to the following technologies is beneficial:
• Fiber/FTTH
• GPON/XGS-PON
• OLT/ONT
• Broadband access and aggregation
• BNG/BRAS
• DHCP and IP address management
• RADIUS/AAA
• CGNAT
• Broadband subscriber management
• VLAN/QinQ
• MPLS or Segment Routing
• IPv6 and dual-stack environments
• DNS
• Network monitoring and service assurance platforms
Additional Experience
• Experience supporting large-scale production IP or broadband networks.
• Experience in 24x7 network operations and critical incident support.
• Multi-vendor network troubleshooting experience.
• Experience with Python, Ansible, or other network automation tools is a plus.
• Experience with network telemetry, observability, or service assurance platforms is a plus.
• CCNA, CCNP, JNCIA, JNCIP, or equivalent practical experience is desirable.
What We Are Looking For
The ideal candidate is hands-on and comfortable working with incomplete information during production incidents. They should be able to follow a network path, analyze available evidence, isolate the affected domain, determine the likely root cause, and work with the appropriate teams to implement and validate a resolution.
Candidates who have strong L2/L3 troubleshooting skills combined with broadband or ISP network experience will be preferred.
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