The posting
About Us:
Cytracom delivers infrastructure software purpose-built to empower managed service providers (MSPs) and IT professionals (ITSPs) with cloud solutions that connect and secure both traditional and hybrid workforces.
Our secure access service edge (SASE) solution provides identity-based network security and connectivity within a single platform that enables businesses to deploy zero-trust networks, enforce compliance and eliminate traditional firewalls and VPNs.
Our unified communications suite (UCaaS) uniquely aligns with the operating needs of MSPs and enables their customers to experience seamless communication and collaboration regardless of physical location.
Here's a closer look at this key role:
The role is to deliver clear and effective technical support for ControlOne and network–related issues. You’ll partner closely with Application Support Engineers and the Experience team to resolve escalations, strengthen customer relationships, and help drive long-term satisfaction and retention. You would be responsible for advanced troubleshooting across hardware, systems, the ControlOne platform, and network/ISP connectivity. You’ll collaborate with third-party vendors when needed, perform remote diagnostics, and work through issues involving firewalls, switches, routing, and other network components. Tier 2 Network Engineers play a crucial role in ensuring a reliable and secure customer experience, while participating in the on-call rotation to support business continuity.
Responsibilities:
Customer-Facing Responsibilities
- Lead troubleshooting through calls, screen shares, and tickets with clear, confident communication
- Provide accurate, timely updates to customers regarding progress and next steps
- Explain ControlOne concepts (Zero Trust, policy behavior, routing impact) in customer-friendly terms
- Own each case through resolution and deliver clear root cause explanations once resolved
Technical Responsibilities
- Troubleshoot and resolve ControlOne issues: identity, routing, edges, policies, and endpoint agents
- Diagnose advanced network issues across LAN/WAN, firewalls, ISP connectivity, and VLANs
- Assist with device provisioning, agent deployment, edge setup, and policy tuning
- Review logs, packets, and system behaviors to isolate problems
- Escalate clean, well-documented cases to Tier 3/Eng when necessary
- Contribute to internal knowledge sharing and product feedback loops
Operational Responsibilities
- Manage tickets in Zendesk, prioritizing based on severity and customer impact
- Multitask across outbound calls, queue calls, and tickets with strong time management
- Work collaboratively with internal teams, customers, partners, ISPs, and third-party vendors
- Participate in the on-call rotation
- Maintain working knowledge of all Cytracom products and integrations
Competencies:
- Empathy for the customer and the ability to tailor communication for the given audience
- Working knowledge of Wireshark and Zendesk
- Technical aptitude
- Strong networking knowledge
- Firewall configuration and troubleshooting
- De-escalation technique
- Passion for technology and their work
- Creative and analytical thinking
- Problem-solving mindset
- Ability to thrive under pressure
Attributes:
- Self-managed
- Self-disciplined
- Team player
- Detail-oriented
- Inquisitive nature
- Commitment to excellence
Our Benefits:
- Medical, dental, and vision insurance is available
- 401K
- Disability and Life insurance
- Paid vacations and holidays
- Flexible PTO policy
- Casual, laid-back work environment
- Free refreshments
- Standing desks
Cytracom, LLC is an Equal Opportunity Employer and supports a diverse, inclusive work environment. All qualified applicants will receive consideration for employment without regard to protected characteristics, including race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity or age.
