Network Support Engineer

Zenlayer is seeking a customer service oriented Network Support Engineer to join our Global Customer Support Center (GCSC) team. In this role, you will be on the front lines of supporting Zenlayer's global network and SDN services, ensuring fast, accurate resolution of customer issues while maintaining high availability across our infrastructure.

This position is based out of our Diamond Bar office and follows a hybrid work schedule.

Duties & Responsibilities:

Provide Tier 1 and Tier 2 network support by opening, troubleshooting, and resolving customer and internal tickets

Diagnose and resolve network issues including congestion, routing changes, hardware failures, and vendor related incidents

Configure, provision, and maintain top-of-rack switches, core Layer 3 switches/routers, and SDN services

Monitor network infrastructure, respond to alerts, and ensure issues are addressed within defined SLAs

Maintain the integrity, reliability, and performance of Zenlayer's global network

Create, update, and improve network support documentation, procedures, and operational processes

Participate in on call rotations and provide after-hours and weekend support as needed

Collaborate with internal teams to plan, research, and design resilient network architectures for IT projects

Track, escalate, and manage incidents to resolution while providing clear and timely communication to customers

Required Qualifications:

Minimum 3 years of hands-on networking experience

Current CCNA certification or equivalent practical experience

Strong understanding of networking fundamentals including TCP/IP, routing, switching, STP, VLAN/VXLAN, and firewalls

Experience working with Juniper EX, Centec, and Cisco switches

Background supporting customer environments in a helpdesk or NOC-style support role

Excellent customer service skills with the ability to communicate technical concepts clearly and professionally

Exceptional attention to detail, including documentation and written communication

Ability to troubleshoot complex technical issues under pressure in a fast-paced environment

Strong multitasking, prioritization, and time-management skills

Self-motivated, team-oriented, and able to work independently with minimal supervision

Availability to work nights and weekends as part of on-call rotation

Working knowledge of Microsoft Office Suite

Familiarity with SDN technologies (e.g., OpenFlow) is a plus

Mandarin bilingual proficiency is required

About Zenlayer

Zenlayer is the first massively distributed edge cloud provider, operating 290+ Points of Presence across 70+ countries. With accolades including PTC "Best Networking Innovation", "Outstanding Cloud, Data Center, or Interconnection Company", and Inc. 5000, we enable businesses to deploy and run applications at the edge, thus reducing network latency to the end user. Zenlayer focuses on improving connections worldwide, all while nurturing a unique company culture that values service, growth, and trust. As a "Zenplayer", you'll be joining a community of success-driven team players that share the dream of powering a better-connected world.