ISP Network Support Engineer

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
  • 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
  • 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
• VLANs
• QoS
• VPNs

SD-WAN & Multi-WAN

• Peplink
• SpeedFusion
• InControl2
• Starlink
• WAN bonding and failover

Wireless & Backhaul

• Cambium
• Ubiquiti
• Siklu
• Aviat
• mmWave

Enterprise Wi-Fi

• Cambium cnMaestro
• UniFi

Voice

• VoIP
• QoS and voice optimization

Required Experience & Skills

• Hands-on networking experience within an ISP, WISP, FTTH, MSP, or similar production network environment.

• Strong experience troubleshooting:

  • Routing
  • Switching
  • WAN connectivity
  • Network outages
  • Failover systems

• Hands-on experience configuring:

  • Routers
  • Firewalls
  • VLANs
  • VPNs

• Strong understanding of:

  • QoS
  • VLANs

• Ability to troubleshoot live production networking issues methodically.

• Strong documentation and root-cause analysis skills.

• Strong written and verbal English communication.

• Ability to communicate effectively with both technical teams and customers.

• Comfortable working independently in a remote environment.

• Availability for rotating after-hours emergency support.

Strongly Preferred

• Hands-on MikroTik RouterOS expertise.

• Experience with Peplink, SpeedFusion, and InControl2.

• Experience with:

  • Cambium
  • Ubiquiti
  • Siklu
  • Aviat

• Fixed wireless or WISP deployment experience.

• PTP/PMP and mmWave backhaul experience.

• Starlink or hybrid WAN experience.

• VoIP troubleshooting experience involving:

  • QoS
  • Voice-quality optimization

• Experience supporting multi-WAN and high-availability network environments.

What Makes You a Strong Fit

• You’ve worked on real production networks, not only lab environments.
• You can troubleshoot complex connectivity problems without immediately escalating them.
• You understand how routing, WAN links, wireless infrastructure, and failover interact.
• You remain calm and methodical during outages.
• You care about uptime, redundancy, and network reliability.
• You can explain complex network problems clearly to customers.
• You take ownership of an issue through diagnosis and resolution.
• You proactively look for ways to prevent repeat incidents.

What a Typical Day Looks Like

Your day may include:

• Troubleshooting customer connectivity, latency, and routing issues.
• Investigating BGP/OSPF or multi-WAN failover problems.
• Configuring MikroTik routers, VLANs, VPNs, firewalls, and QoS.
• Monitoring wireless backhaul and ISP infrastructure.
• Provisioning new customer connections.
• Troubleshooting Peplink SpeedFusion or bonded WAN deployments.
• Investigating VoIP quality issues.
• Supporting infrastructure expansions and network upgrades.
• Updating configuration records and network diagrams.
• Coordinating with engineering and field teams on escalations.

In short: you help keep production ISP infrastructure stable, scalable, and highly available while solving complex customer and network issues across modern wired, wireless, and SD-WAN environments.

Key Metrics for Success

• Fast and accurate ticket resolution.
• High network uptime and reliability.
• Reduced repeat incidents and escalations.
• Successful customer provisioning.
• Effective resolution of routing and failover issues.
• Accurate network documentation and configuration management.
• Strong customer satisfaction and communication quality.

Why This Role Stands Out

• Hands-on exposure to real ISP/WISP production infrastructure.

• Work directly with BGP, MikroTik, Peplink, SD-WAN, wireless backhaul, and multi-WAN environments.

• Exposure to modern connectivity technologies including Starlink and hybrid WAN.

• Strong technical ownership rather than basic Tier 1 support.

• Opportunity to work across both customer-facing troubleshooting and infrastructure operations.

• Clear growth opportunities into:

  • Senior Network Engineer
  • ISP Network Engineer
  • Infrastructure Engineer
  • Network Operations Lead
  • Network Architect

Interview Process

• Initial Screening Call
• Technical Interview
• Practical Network Troubleshooting Scenario
• Final Interview
• Offer & Onboarding

Apply Now

If you have hands-on ISP/WISP networking experience, understand BGP, MikroTik, multi-WAN, SD-WAN, and wireless infrastructure, and enjoy solving complex production networking problems, we’d love to hear from you.

Apply today and help maintain reliable, high-performance connectivity across modern ISP and hybrid network environments.

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