Summary: Seeking a technically strong ISP Network Support Engineer to troubleshoot customer connectivity and manage production network operations in a multi-WAN environment. Highlights: 1. Support live network infrastructure across fiber, fixed wireless, and SD-WAN. 2. Work with advanced technologies like Peplink SpeedFusion and MikroTik RouterOS. 3. Contribute to improving network uptime, redundancy, and optimization. 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 OwnCustomer 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 \#Meta