ISP Network Support Engineer
ISP Network Support Engineer (BGP, MikroTik, Peplink, SD-WAN & Wireless) – Remote | U.S. Hours
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours
On-Call: Rotating after-hours emergency support — approximately 1 week per month
About the Role
At Pavago , we’re hiring an ISP Network Support Engineer for one of our clients to support customer-facing troubleshooting and production network operations across a growing multi-WAN ISP environment.
This is not a basic helpdesk role . You’ll work directly with live network infrastructure across fiber, fixed wireless, bonded WAN, Starlink, and SD-WAN deployments , troubleshooting complex connectivity issues and maintaining reliable, high-availability services.
You’ll work hands-on with technologies including MikroTik RouterOS, Peplink SpeedFusion, BGP, OSPF, Cambium, Ubiquiti, Siklu, Aviat, and enterprise wireless infrastructure .
This role is particularly well suited to someone with hands-on ISP, WISP, FTTH, or MSP experience who is comfortable troubleshooting production networks while communicating directly with customers.
What You’ll Own
Customer Network Support & Troubleshooting
- Diagnose customer issues involving:
- Connectivity and outages
- Latency and packet loss
- Routing instability
- VoIP and call-quality problems
- WAN and failover performance
- Troubleshoot bonded WAN, SD-WAN, VPN, VLAN, and wireless connectivity issues .
- Support routers, firewalls, and Customer Premise Equipment (CPE).
- Investigate issues across multiple layers rather than simply escalating tickets.
- Document troubleshooting steps, root causes, and configuration changes.
- Communicate technical findings clearly to business customers.
- Advise customers on redundancy, failover, and network optimization.
- Participate in rotating after-hours emergency support.
ISP Network Operations
- Monitor and maintain:
- Edge routing infrastructure
- Wireless backhaul systems
- Bonded WAN infrastructure
- Core ISP services
- Provision and configure customer network deployments.
- Configure:
- Routers
- VLANs
- Firewall rules
- NAT
- QoS
- VPNs
- Diagnose BGP and OSPF routing issues , routing loops, WAN instability, and failover events.
- Maintain configuration backups, firmware updates, IP documentation, and network hardening standards.
MikroTik, Peplink & SD-WAN
- Configure and troubleshoot MikroTik RouterOS environments.
- Support Peplink SpeedFusion and InControl2 .
- Troubleshoot multi-WAN bonding and failover behavior.
- Support hybrid connectivity involving:
- Fiber
- Fixed wireless
- Starlink
- 5G
- Terrestrial WAN connections
- Optimize redundancy and high-availability configurations.
Fixed Wireless & Backhaul Infrastructure
- Support fixed wireless environments using:
- Cambium
- Ubiquiti
- PTP/PMP architectures
- Work with high-capacity wireless backhaul technologies including:
- Siklu
- Aviat
- mmWave infrastructure
- Support tower deployments, backhaul upgrades, and infrastructure expansion.
- Troubleshoot signal, connectivity, capacity, and backhaul performance issues.
VoIP & QoS
- Troubleshoot SIP and VoIP quality issues.
- Diagnose network conditions affecting voice traffic.
- Configure and optimize QoS policies.
- Prioritize latency-sensitive traffic appropriately.
- Help maintain consistent voice quality across multi-WAN environments.
Documentation & Configuration Management
- Maintain accurate:
- Network diagrams
- IP documentation
- Device configurations
- Troubleshooting records
- Configuration backups
- Document root-cause findings and remediation steps.
- Keep infrastructure documentation current following network changes.
- Help reduce repeat incidents through accurate documentation and preventative improvements.
Technical Environment
You may work across:
Routing & Networking
- MikroTik RouterOS
- BGP
- OSPF
- TCP/IP
- VLANs
- NAT
- QoS
- VPNs
SD-WAN & Multi-WAN
- Peplink