Senior Network Engineer

12 hours ago

Mumbai, Maharashtra, India Ubiquiti Inc. Full time

About the Company

We are seeking a skilled and proactive Tier 2 Network Engineer – Escalation to join our dynamic support team. This role is pivotal in diagnosing and resolving complex network issues escalated from Tier 1 support, ensuring seamless customer experiences across our product lines. The ideal candidate will possess strong expertise in routing and switching, advanced troubleshooting tools, and effective case management using JIRA.

Responsibilities

  • Deliver expert-level technical support for Ubiquiti's full product suite, encompassing wireless infrastructure, enterprise routing and switching, network security, VPN configurations, and UniFi Protect surveillance systems.
  • Perform in-depth diagnostics and root cause analysis of complex network issues using advanced tools such as Wireshark, system logs, and performance metrics.
  • Ensure efficient and structured ticket handling, maintaining clear documentation, timely communication, and strict adherence to defined SLAs and escalation protocols.
  • Interface with the development team to report Software or Firmware bugs using JIRA, including detailed replication steps and relevant debug artifacts.
  • Reconstruct customer network scenarios within lab environments to reproduce issues, validate fixes, and simulate deployment-specific conditions.
  • Stay continually informed and educated about the latest trends in networking technology, industry best practices, and updates to Ubiquiti's products and Software.
  • Prioritize cases based on impact and urgency, ensuring each ticket receives appropriate attention and resolution pathways.

Qualifications

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Minimum of 2 years of experience in network engineering or a similar role.

Required Skills

  • Demonstrated expertise in enterprise-grade routing, switching, and wireless technologies, with a deep understanding of L2/L3 protocols (e.g., OSPF, BGP, STP, VLANs, QoS, and wireless mesh frameworks).
  • Skilled in leveraging advanced network diagnostic tools such as Wireshark, packet captures, iPerf, and netstat to isolate, analyze, and resolve complex performance and connectivity issues.
  • Experienced in using JIRA and similar case/ticket management platforms to log, track, and escalate product defects and customer incidents with precision and accountability.
  • Strong analytical and problem-solving capabilities, with a keen ability to parse complex logs, correlate events, and uncover underlying root causes in multi-layered environments.
  • Exceptional written and verbal communication skills, with a proven ability to convey technical information clearly and empathetically to both technical and non-technical users.
  • Self-driven and highly adaptable, able to work autonomously or in cross-functional teams under pressure in dynamic, high-volume support environments.

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