WAN Support Engineer

We are seeking an experienced WAN Support Engineer to support global Wide Area Network (WAN) operations. The candidate will be responsible for troubleshooting network issues, managing shift operations, handling WAN escalations, and coordinating with ISPs and vendors to ensure network availability and timely service restoration.The ideal candidate should possess strong routing and switching knowledge, hands-on experience with BGP, and the ability to independently manage incidents in a 24×7 support environment.

Requirements

Key Responsibilities

• Monitor and support global WAN infrastructure to maintain network availability and performance.
• Troubleshoot WAN connectivity issues, routing failures, latency, packet loss, and intermittent network disruptions.
• Diagnose and resolve routing and switching issues across network devices.
• Troubleshoot BGP neighbour relationships, route advertisements, route filtering, and path selection.
• Manage assigned shift operations, prioritise incidents, and ensure timely resolution or escalation.
• Handle escalated WAN incidents and coordinate with internal teams, ISPs, and vendors for service restoration.
• Track ISP and vendor tickets, follow up on progress, and escalate delays according to defined SLAs.
• Provide timely updates on incident impact, troubleshooting progress, and resolution to relevant stakeholders.
• Perform root cause analysis for recurring or major incidents and recommend preventive actions.
• Maintain accurate incident records, troubleshooting documentation, and shift handover notes.
• Guide support associates during troubleshooting and incident handling.
• Execute approved network changes in accordance with change management procedures.

Required Technical Skills

• Strong knowledge of routing, switching, TCP/IP, IPv4 addressing, and subnetting.
• Hands-on experience with BGP, including eBGP and iBGP concepts and troubleshooting.
• Understanding of VLANs, trunking, static routing, and access control lists.
• Experience troubleshooting WAN link failures and network performance issues.
• Ability to interpret network logs, interface statistics, routing tables, and monitoring alerts.
• Familiarity with network monitoring tools, ticketing systems, and diagnostic utilities such as ping and traceroute.
• Experience coordinating with ISPs and network equipment vendors.
• Required Experience and Competencies
• 5–7 years of relevant experience in network operations, support, and troubleshooting.
• Bachelor’s degree in Engineering and CCNA certification.
• Experience handling WAN escalations and managing support activities during assigned shifts.
• Strong analytical, problem-solving, and incident prioritisation skills.
• Clear verbal and written communication skills.
• Ability to work independently and collaborate with geographically distributed teams.
• Willingness to work in Bangalore and participate in rotational shifts, including nights, weekends, and holidays.

Benefits

• Health insurance coverage for employees and their families.
• Long-term benefit savings plan with employer matching contributions.
• Opportunities for professional development and advancement within the organization.