Support engineer h1.location_city

Description

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Continuant is a leader in modern Managed Services, supporting mission-critical collaboration and network environments for enterprise clients worldwide. We are expanding our Network Engineering team and hiring a senior-level escalation engineer who thrives in complex technical environments and enjoys direct interaction with clients. If you are highly technical, calm under pressure, and enjoy solving problems others can’t, this role is built for you.

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What You’ll Do

• Serve as the top-tier technical escalation point for complex network incidents.
• Own high-impact issues end-to-end, including RCA, vendor engagement, and remediation planning.
• Troubleshoot across multi-vendor routing, switching, firewall, and SD-WAN environments.
• Mentor Level-1 and Level-2 engineers and provide knowledge transfer across the team.
• Participate in client meetings (20–25%) as a network subject-matter expert to support Sales and Account Management teams.
• Provide technical clarification of services, architectures, and capabilities during presales discussions.
• Contribute to proactive assessments, improvement plans, and change/problem/release management.
• Maintain clear, high-quality documentation and communication within ServiceNow.

What You Bring

3–5+ years of hands-on enterprise networking experience (engineering or TAC) Strong troubleshooting expertise across Cisco routing, switching, security, and wireless Excellent client-facing communication skills (written, verbal, and presentation) Ability to lead high-severity incidents and remain calm under pressure Experience working in a Managed Service, MSP, or 24x7 support environment Certifications:

• Required: CCNP (Enterprise, Data Center, or Security), ITIL Foundation
• Preferred: CCIE, Fortinet NSE, VMware VCP, Silver Peak SD-WAN

Technical strength in:

• Routing (OSPF, BGP, EIGRP, FHRP)
• Switching (STP, VLANs, VPC, LAG)
• Security (ACLs, NAT, VPN, NGFW)
• Cisco platforms: ISR/ASR, Catalyst/Nexus, ASA/Firepower, Meraki wireless
• Bonus experience: Fortinet, VMware, Silver Peak, SD-WAN, QoS design

Presales / SME Qualifications (Light, Not Quota-Based)

• Comfortable participating in customer discovery and solution discussions
• Ability to explain technical solutions to both technical and non-technical stakeholders
• Experience supporting scope definition, effort estimation, or technical validation
• Presents confidently during demos, design reviews, or Q&A sessions

Why Continuant

At Continuant, you’re not just another engineer in a ticket queue — you’re a trusted expert. We invest in career growth, certifications, mentorship, and exposure to enterprise-class networks across industries. Our culture is built on teamwork, ownership, transparency, and doing what’s right for the client, not just what’s in the scope. If you want a role where your expertise is valued and your voice matters, you’ll feel at home here.

Other Details

• Shift: US Daytime
• Location: Remote (US-based) with occasional travel for meetings or training
• Reports to: Sr. Network Engineering Manager
• Employment: Full-time, Non-Exempt

Qualifications

Qualifications

Experience

Area Required

Engineering / Network Support 3–5 years

Service Desk / TAC environment 3–5 years

IT Services / MSP / Managed Service 3–5 years

Education & Certifications

· Bachelor’s degree in related field or equivalent experience (preferred)

· Required: CCNP (Enterprise, Data Center, or Security), ITIL Foundation

· Preferred: CCIE, VMware VCP, Silver Peak, Fortinet NSE

Presales-Relevant Skills (New)

· Ability to articulate technical concepts to both technical and non-technical audiences.

· Experience participating in client discovery/scoping calls with Sales teams.

· Ability to translate customer requirements into proposed service capabilities.

· Comfortable presenting solutions and answering technical questions in live meetings.

Technical Expertise

· Switching: STP, VLANs, trunking, LAG, VPC

· Routing: EIGRP, OSPF, BGP, FHRP, redistribution

· Security: ACLs, NAT, stateful inspection, IPsec/DMVPN, AAA, NGFW

· Cisco hardware: ISR/ASR, Catalyst, Nexus, ASA/Firepower, Meraki wireless

· Preferred experience: VMware, Silver Peak SD-WAN, Fortinet, QoS (LAN/WAN)

Other Requirements

· Ability to work 8–10 hours at a desk, 5 days per week

· Occasional travel for client meetings, training, or vendor events