Provides Tier 1 and Tier 2 support for global network and SDN services. Troubleshoots routing, switching, congestion, hardware, vendor, and customer issues; configures network devices; monitors infrastructure and SLAs; manages incidents; maintains documentation; collaborates on resilient architectures; and participates in on-call support rotations.
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.
Zenlayer Diamond Bar, California, USA Office
21680 Gateway Center Drive, Suite 350, Diamond Bar, CA, United States, 91765
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