{"id":60550,"date":"2026-09-24T14:17:15","date_gmt":"2026-09-24T14:17:15","guid":{"rendered":"https:\/\/globalstep.com\/?post_type=awsm_job_openings&#038;p=60550"},"modified":"2026-09-24T14:17:51","modified_gmt":"2026-09-24T14:17:51","slug":"senior-tier-2-support-engineer","status":"publish","type":"awsm_job_openings","link":"https:\/\/globalstep.com\/fr-ca\/jobs\/senior-tier-2-support-engineer\/","title":{"rendered":"Senior Tier 2 Support Engineer"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><strong>Contract:<\/strong> 1 Year (Extendable based on business requirements)<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>About the Role<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We are looking for a Senior Tier 2 Support Engineer to handle complex technical escalations that require deeper investigation beyond Tier 1 support. The role involves advanced network troubleshooting, customer-facing support, and close collaboration with engineering teams.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The ideal candidate should have excellent verbal and written communication skills, with proven ability to communicate confidently and effectively with international\/enterprise clients.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Key Responsibilities<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Own and resolve complex customer escalations from investigation to closure.<\/li>\n\n\n\n<li>Troubleshoot networking issues involving TCP\/IP, routing, NAT, DNS, firewalls, and VPNs.<\/li>\n\n\n\n<li>Analyze packet captures, logs, and diagnostic data using tools such as Wireshark and tcpdump.<\/li>\n\n\n\n<li>Communicate technical issues and resolutions clearly with international customers and stakeholders.<\/li>\n\n\n\n<li>Collaborate with Engineering teams on product-level issues and escalations.<\/li>\n\n\n\n<li>Develop troubleshooting guides, runbooks, and knowledge-base documentation.<\/li>\n\n\n\n<li>Mentor support engineers and contribute to technical knowledge sharing.<\/li>\n\n\n\n<li>Use Python scripting and REST APIs to support troubleshooting and automation.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Requirements<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>8+ years of experience in Technical Support, Network Engineering, or Infrastructure Support.<\/li>\n\n\n\n<li>Strong knowledge of TCP\/IP and networking fundamentals.<\/li>\n\n\n\n<li>Hands-on experience with Linux troubleshooting and administration.<\/li>\n\n\n\n<li>Proficiency with Wireshark, tcpdump, or similar packet-analysis tools.<\/li>\n\n\n\n<li>Working knowledge of Python scripting and REST APIs.<\/li>\n\n\n\n<li>Excellent fluency in English, with strong verbal and written communication skills.<\/li>\n\n\n\n<li>Experience handling international\/enterprise customers in a technical support environment.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Preferred Qualifications<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>CCNP or equivalent networking expertise.<\/li>\n\n\n\n<li>Experience with SD-WAN, VPN, or overlay networking.<\/li>\n\n\n\n<li>Exposure to Docker and Kubernetes.<\/li>\n\n\n\n<li>Experience with OIDC and SAML integrations<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Contract: 1 Year (Extendable based on business requirements) About the Role We are looking for a Senior Tier 2 Support Engineer to handle complex technical escalations that require deeper investigation beyond Tier 1 support. 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