Network Technical Support Engineer (Broadband)

Network Technical Support Engineer (Broadband)

Seattle,WA (local only) Onsite

Seeking a hands-on Network Technical Support Engineer to troubleshoot production broadband networks, resolve complex connectivity issues, perform root-cause analysis, and improve network stability.

Required Skills

• 5+ years in Network Engineering, Network Operations, or Technical Support.
• Strong hands-on Layer 2/Layer 3 troubleshooting in production environments.
• Strong knowledge of TCP/IP, Ethernet, VLAN/QinQ, ARP, MAC learning, STP, DHCP, DNS, IPv4/IPv6, and IP connectivity.
• Routing protocols: BGP, OSPF/IS-IS , routing policies, and VRFs.
• Experience with NAT/CGNAT, QoS, and IP service delivery.
• Hands-on network CLI troubleshooting and hop-by-hop packet-flow analysis.
• Wireshark/tcpdump and analysis of network logs, alarms, counters, routing tables, interface statistics, and telemetry.
• Ability to isolate faults across access, aggregation, transport, routing, services, and customer connectivity, identifying faulty network elements, interfaces, routes, configurations, protocols, and service components.
• Experience troubleshooting broadband subscriber issues involving authentication, DHCP/IP assignment, DNS, CGNAT, and Internet reachability.
• Strong analytical skills and ability to drive complex incidents through root-cause resolution.

Broadband Experience

• ISP/broadband networks, FTTH, GPON/XGS-PON, OLT/ONT, and BNG/BRAS.
• Broadband subscriber management, DHCP/IPAM, RADIUS/AAA, CGNAT, IPv6/dual-stack, and network monitoring/service assurance.
• MPLS/Segment Routing, where applicable.

Additional Desired Skills

• Large-scale production networks, 24x7 operations, critical incident management, and multi-vendor environments.
• Python/Ansible automation, network telemetry, observability, and service assurance platforms.
• CCNA/CCNP, JNCIA/JNCIP, or equivalent practical experience.

Key Responsibilities

• Troubleshoot production network incidents and collaborate with NOC, engineering, architecture, operations, and vendors.
• Own escalated incidents, determine escalation paths, and drive issues through resolution.
• Troubleshoot issues following software upgrades, migrations, configuration changes, and new service launches across routers, switches, broadband access, aggregation, and IP infrastructure.
• Document troubleshooting procedures and runbooks, support post-incident reviews, and recommend preventive measures for recurring issues.
• Validate network changes, support critical incidents and planned maintenance, and recommend improvements to network monitoring, automation, and reliability.
• Validate network paths, interfaces, routes, configurations, and service dependencies to isolate faults across access, aggregation, transport, IP, and customer-premises domains.
• Correlate customer-impacting symptoms with network events and infrastructure faults; troubleshoot hardware, software, protocol, and interoperability issues with vendors.
• Provide technical recommendations for network design improvements based on production support experience.