ISP Network Support Engineer.

Job Title: ISP Network Support Engineer Position Type: Full-Time, Remote Working Hours: U.S. Hours About the Role We re hiring a technically strong and proactive ISP Network Support Engineer to support both customer-facing troubleshooting and production network operations within a growing multi-WAN ISP environment. This is not a basic helpdesk role. You will work directly with live network infrastructure - configuring routers, troubleshooting bonded links, supporting wireless backhaul, and maintaining high-availability systems across fiber, fixed wireless, and SD-WAN deployments. The ideal candidate has hands-on experience in ISP, WISP, FTTH, or managed service provider environments and is comfortable balancing customer communication with deep technical execution. What You ll Own Customer Support & Troubleshooting • Respond promptly and professionally to customer calls and emails related to connectivity and performance. • Diagnose and resolve issues involving bonded WAN connections, wireless links, VoIP quality, and routing misconfigurations. • Troubleshoot CPE devices, routers, and firewalls in live production environments. • Document troubleshooting steps, root cause analysis, and configuration changes accurately. • Participate in a rotating after-hours emergency support schedule (1 week per month). • Consult with business clients on connectivity optimization and redundancy strategies when needed. Network Operations & Maintenance • Monitor and maintain core ISP infrastructure, including wireless backhaul, bonded WAN links, and edge routing devices. • Provision and configure new customer connections (router configuration, VLANs, firewall rules, QoS policies). • Troubleshoot BGP/OSPF routing issues and link failover events. • Configure and maintain MikroTik and Peplink devices in production. • Support tower deployments, backhaul upgrades, and infrastructure expansion projects. • Assist with firmware upgrades, configuration backups, and network hardening. • Maintain accurate network diagrams, IP addressing documentation, and system records. Team Collaboration • Work closely with internal engineering and field teams to resolve complex network issues. • Escalate critical infrastructure issues appropriately while maintaining ownership. • Contribute to improving uptime, redundancy, and network optimization. • Share documentation and operational insights to improve team knowledge. Must-Have Experience & Skills • Hands-on experience in an ISP, WISP, FTTH, or managed service provider environment. • Strong troubleshooting skills across routing, switching, and WAN connectivity. • Experience configuring routers and firewalls in production environments. • Solid understanding of TCP/IP, VLANs, NAT, VPNs, and QoS. • Experience working with BGP and/or OSPF. • Comfortable supporting both technical troubleshooting and customer communication. • Ability to work independently in a remote environment with strong documentation discipline. • Strong analytical and problem-solving mindset. Strongly Preferred (Highly Relevant Experience) • Experience with Peplink (SpeedFusion, InControl2) in multi-WAN or bonded link environments. • Hands-on experience with MikroTik RouterOS. • Experience with fixed wireless (PTP/PMP) deployments using Cambium or Ubiquiti. • Familiarity with mmWave backhaul systems (Siklu, Aviat, or similar). • Experience supporting Starlink or hybrid WAN deployments. • VoIP troubleshooting experience (SIP, QoS prioritization). Technical Environment You will be working across a modern ISP infrastructure that includes: • SD-WAN & Link Bonding: Peplink (SpeedFusion, InControl2) bonding Starlink, 5G, and terrestrial links. • Fixed Wireless (PMP/PTP): Cambium and Ubiquiti networks. • High-Capacity Backhaul: Siklu (mmWave) and Aviat technologies. • Enterprise Wi-Fi: Cambium (cnMaestro) and Ubiquiti (UniFi). • Routing & Protocols: MikroTik (RouterOS), BGP, OSPF, VLAN segmentation. • VoIP: SIP troubleshooting and QoS optimization. Key Metrics for Success • Fast, accurate resolution of support tickets. • High network uptime and minimal service disruption. • Successful provisioning and configuration of new customer connections. • Accurate and complete documentation of network changes. • Reduced repeat escalations and strong customer satisfaction. Interview Process • Initial Screening Call • Technical Interview • Practical Troubleshooting Scenario • Final Interview • Offer & Onboarding Originally posted on Himalayas