Sr. Technical Support Engineer

Moxa is a global leader in industrial networking, cybersecurity, and automation, enabling critical industries to build secure and reliable infrastructure. Guided by Integrity, Customer Focus, Mutual Respect, and Execution, we deliver innovative connectivity solutions that power industrial automation, transportation, energy, and manufacturing systems worldwide.

What You Will Do As a Sr. Technical Support Engineer:

We are seeking a technically curious and customer-focused engineer who enjoys solving complex industrial networking challenges. This role focuses on troubleshooting and supporting industrial Ethernet networks used in automation, transportation, and manufacturing environments.

You will work closely with key customers, channel partners, and internal engineering teams to diagnose technical issues, provide application support, and deliver practical solutions in real-world industrial environments.

Major Responsibilities

• Serve as the technical owner for complex escalations, driving root cause analysis through replication, packet-level inspection, and coordination with R&D to final resolution
• Provide top-tier customers with high-quality support via email, phone, video conferencing, and on-site services.
• Manage support cases to ensure customer issues are recorded, tracked, resolved, and follow-ups are finished promptly.
• Utilize expertise in reproducing customer issues, fault isolation, root cause analysis, and qualify critical issues in complex customer networks (L2, L3, Router, Firewall, etc.)
• Demonstrate expertise and initiative when communicating with R&D regarding customer concerns and findings observed during issue replication.
• Provide support for customer products and systems testing by assisting customers to properly install, configure, test, and troubleshoot Moxa products.
• Produce customer-facing summaries and internal knowledge articles (clear reproduction steps, captures, configurations).
• Provide suggestions based on the Voice of Customer to Product Marketing Managers and Strategic Business Units to guide product enhancements.
• Build a positive customer experience, working closely with Engineering, Quality, and Sales Teams.
• Periodic onsite travel for critical escalations and key deployments.
• Highly accountable, self-motivated, and independent skills are highly desired.

Other duties as assigned

Required Technical Qualifications

• Bachelor's degree or equivalent experience in Network Engineering, Computer Science, Information Technology, Electrical/Electronic Engineering, or a related engineering field.
• Minimum of five years of relevant industry and field experience with Ethernet and IP-based networking products.
• Expert-level proficiency in Wireshark for advanced packet analysis, root cause identification, and performance troubleshooting.
• Deep understanding of enterprise networking concepts; hands-on command line interface (CLI) experience.
• Layer 3: inter-VLAN routing, static/dynamic routing (e.g., OSPF), VRRP/HSRP-like redundancy, ACLs, NAT, etc.
• Expertise in domain environments, including network authentication, certificates, and RADIUS protocols.

Required Professional Qualifications

• Applicants must be authorized to work in the United States without current or future visa sponsorship
• Proven experience in onsite troubleshooting, implementation, and relationship management across multiple client locations.

Preferred Technical Qualifications

• Professional certification in networking, such as CCNP, CWNA, CISSP, or CCIE, (strongly preferred for senior-level consideration).
• Advanced expertise in Linux Operating Systems, including diagnostics and network services integration.

Preferred Leadership and Professional Skills

• Strong customer focus with high analytical, problem-solving, and troubleshooting abilities.
• Ability to leverage technical expertise to architect solutions, not just resolve issues, and to guide customers toward best practices
• Proven experience managing critical escalations, coordinating with engineering, and project management.
• Ability to mentor junior engineers, provide technical guidance, and raise the overall capability of the support organization.
• Self-directed and highly accountable, with the capacity to independently support Moxa’s key customers.
• Excellent communication skills, capable of explaining complex issues to both technical and non-technical stakeholders, with an emphasis on customer business impact.
• Proficiency in Microsoft Office applications, including Excel, Word, Outlook, MS Teams, Visio, and PowerPoint.
• Ability to perform effectively under pressure, manage multiple priorities, and consistently deliver results in high-impact situations, while maintaining a positive attitude.

Why Join Moxa?

At Moxa, you will join a collaborative and customer-focused team that values technical expertise, innovation, and continuous learning. Our engineers work on real-world networking challenges in industries that rely on highly reliable infrastructure.

This role offers the opportunity to deepen your networking expertise while…