Escalated Support Engineer – Network Operations

About the role

The Escalated Support Engineer provides second‑level operational support for Superloop’s broadband and network services, handling fault management, equipment configuration, firmware upgrades and on‑site assistance.

Key responsibilities

• Provide remote and on‑site support to resolve network issues and perform firmware upgrades.
• Respond to escalations from Level‑1 support in a timely manner and manage assigned caseload until resolution.
• Conduct incident and problem management, on‑site audits and proactive connection optimisation.
• Identify, analyse and optimise wireless deployments in high‑ and low‑density environments.
• Document processes, known issues and provide training for new starters.

Required profile

• Strong technical education in networking technologies with the ability to coach and train others.
• High level of customer service and stakeholder management, including handling escalated complaints.
• Ability to work under pressure, independently and as part of a team.
• Valid driver’s licence, passport for international travel and ability to obtain required security checks.

Required skills

• IPv4 and IPv6 networking.
• Ethernet switching technologies.
• IP routing and forwarding.
• Wireless technologies, radio‑frequency planning and coverage analysis.
• Experience with large‑scale Wi‑Fi, FTTP/FTTB and fibre deployments.
• Use of Ekahau suite for wireless design and surveying (desirable).

What we offer

• Quarterly Superstar Awards and milestone gifts.
• Referral bonuses, fruits and nuts days and monthly engagement events.
• Quarterly team outings and affordable pre‑ordered meals (SuperEats).
• Hybrid work model – three days in the office, two days remote.
• Career Excellence Program, employee assistance and flexible benefits.