Tier 2 Support Engineer

Tier 2 Support Engineer

Northstrat is seeking a Tier 2 support engineer to assist customers using space-based broadband communication systems. As a Tier 2 support engineer, you will directly interface with government customers to resolve complex satellite network issues through methodical problem analysis and technical resolution.

This role is critical to ensuring seamless customer experience and mission assurance across classified and unclassified communication environments. You'll handle escalated customer support cases involving service degradation, analyzing network performance data (latency, packet loss), and system configurations to restore optimal service levels. You will also work with cross-functional engineering and business support teams while leveraging enterprise ticketing systems and technical troubleshooting tools.

Key Job Responsibilities

• Lead the resolution of complex customer cases involving routing anomalies, connectivity degradation, and internet reachability failures.
• Provide in-depth technical guidance to customers and internal teams, partnering with development and operations teams to drive rapid resolution
• Act as a Subject Matter Expert (SME) for troubleshooting and escalating networking issues, including DNS failures, throughput bottlenecks, and internet path issues.
• Troubleshoot SD-WAN/DSN connectivity issues across ISP backbone and customer edge networks, identifying misconfigurations and service-impacting faults
• Proactively identify support gaps and contribute to tooling, diagnostics, and automation that reduces time to resolution and improves customer experience.
• Develop and document troubleshooting playbooks, technical guides, and knowledge base articles to provide advanced technical guidance to customers and internal teams
• Use cloud-based applications to monitor state of health and performance of key services
• Maintain awareness of customer satisfaction metrics and participate in continuous service improvement efforts

A day in the life

In this role, you'll work to maintain 24/7 operations, including a potential on-call rotation. You'll start each shift reviewing support ticket queues and current service alerts, then interface with users. You'll interact with customers and own the resolution of the most complex networking cases that require deep subject matter expertise. Throughout your shift, you'll monitor real-time performance dashboards and contribute to the resolution of open issues.

You'll conduct follow-ups with customers to resolve complex open support cases and document activity for coordination with various development and engineering teams.