Business Network Support Engineer L2

TP-Link Systems Inc. is currently seeking a Business Network Support Engineer 2 (ONSITE).

Headquartered in the United States, TP-Link Systems Inc. is a global provider of reliable networking devices and smart home products, consistently ranked as the world’s top provider of Wi‑Fi devices. The company is committed to delivering innovative products that enhance people’s lives through faster, more reliable connectivity. With a commitment to excellence, TP-Link serves customers in over 170 countries and continues to grow its global footprint.

We believe technology changes the world for the better! At TP-Link Systems Inc, we are committed to crafting dependable, high-performance products to connect users worldwide with the wonders of technology.

Embracing professionalism, innovation, excellence, and simplicity, we aim to assist our clients in achieving remarkable global performance and enable consumers to enjoy a seamless, effortless lifestyle.

What we’re looking for:

TP-Link Systems Inc. is seeking an independent, energetic technology-driven professional to become a part of our North American-Based Business Network Support Engineer. This position will focus on our SMB/Enterprise product lines and our global business customers. The L2 engineer will be there to support Level 1 Support Specialists who serve as the first point of contact. For any network support related issues and inquiries, troubleshooting and resolving problems in a timely and efficient manner.

Additionally, they document support tickets, escalate complex issues to higher-level support teams when necessary, and ensure that all incidents are resolved according to service level agreements. One should have great knowledge of business level networking.

• Handle complex issues escalated from L1 Support, providing timely and effective solutions to minimize impact on customers.
• Deliver remote and on-site technical support for troubleshooting and resolving product issues.
• Analyze technical requirements for customer bids and proposals.
• Design and deliver solutions based on TP-Link products that meet customer and business objectives.
• Collaborate with sales and engineering teams to ensure successful implementation of solutions.
• Work directly with key U.S. customers to address inquiries, ensure satisfaction, and build long-term relationships.
• Coordinate with L3 Support teams (R&D, testing, product) to diagnose and resolve advanced technical challenges.
• Deliver training sessions to internal teams (e.g., L1 Support) to enhance their technical expertise.
• Conduct technical training for external customers to help them better understand and utilize products.
• Update and maintain internal knowledge bases with troubleshooting processes, best practices, and solutions.
• Gather feedback from customers regarding product performance and usability.
• Participate in the validation and testing of new products to ensure technical readiness for market entry.

• Education & Experience: Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or a related field; 3+ years of experience in technical support, network solutions, or a related role.
• Technical
  
  Skills:
  
  Strong understanding of networking protocols (e.g., TCP/IP, UDP, DNS, DHCP) and network architectures (LAN/WAN, VLAN, VPN); hands-on experience with routers, switches, and access points; proficiency in analyzing logs, packet captures, and designing technical solutions; experience with bid analysis and crafting technical solutions for enterprise clients is a plus.
• Skills: Excellent written and verbal communication in English; strong customer service mindset; ability to work with cross-functional teams; ability to respond to urgent cases, including those outside of regular working hours; CCNA, CCNP or equivalent certifications; experience providing training to internal teams and external customers; familiarity with enterprise-level client support.

Feel a connection? Send us your resume and a cover letter telling us why you believe you’re the right fit for our team.

TP-Link Systems Inc. is currently seeking a Demand Planner (ONSITE).

Headquartered in the United…